Customer Liaison Officer Apprentice STARCROSS TRADING LTD

Provide a professional and friendly customer service to all patients, careers and staff that need to access patient transport, in line with departmental protocols. Level 3 apprenticeship.

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Closing date: 25 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    We operate a rota system ; must be able to work varied shift patterns (07:00am – 7pm) Days and shifts TBC.

    Total hours per week: 48

    (the hours are based on the candidate being over 18)

  • Expected duration

    18 Months

  • Possible start date

    01 Jul 2024

  • Date posted

    05 Jun 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    3 available

What you will do in your working day

Main duties, responsibilities, and results areas:

The role includes providing effective communications by ensuring that all transport bookings are prioritised in line with current practices and procedures. staff will work with a wide group of our patient transport team, in particular the Control team to make certain that all patients that require access to transport are at the heart of everything we do. To achieve this staff will need to: 

  • Provide a professional and friendly customer service to all patients, careers and staff that need to access patient transport, in line with departmental protocols. 
  • Answer all enquiries pleasantly, efficiently, and effectively with patients, staff and the public both face to face and on the telephone in line with departmental standards and deal with problems as they arise. 
  • To aid callers and colleagues by dealing with telephone, email, and face-to-face enquiries in a professional, constructive, and sympathetic manner, logging information and referring to the appropriate person as and when necessary. 
  • Provide sound advice, information and updates relating to all transport enquiries. 
  • Deal with all enquiries from staff and members of the public in a highly sensitive environment, ensuring patient confidentiality is always maintained. 
  • Dealing with a high volume of telephone enquiries using own initiative to prioritise workload. 
  • Ability to prioritise transport bookings, ensuring that transport is booked for patients that meet the transport eligibility criteria and escalate issues as deemed necessary. 
  • Notify control of any enquiry for estimated transport arrival time by working in partnership with the Control team. 
  • Ensure all callbacks are responded to within a reasonable period on the same day. 
  • Act as the conduit between the wards / units and the Control team, by providing feedback to clinical departments/ wards of any difficulties/potential delay to patient transport. 
  • Ensure all informal concerns/complaints raised over the Telephone by patients,relatives are directed to the senior management team in a timely manner and to reassure the complainant that their concerns have been logged. 
  • Take a proactive approach in developing and maintaining effective working relationships with key stakeholders and service users by ensuring all department contact are dealt with efficiently and courteously. 
  • Report any issues regarding crews to the Business Intelligence Team and/or senior management team. 
  • Maintaining accurate data entry on all the systems platform within the department. 
  • Contribute to the continuous improvement within the team to help increase customer satisfaction and more effective working processes. 
  • Staff must be prepared to work in rotation and be able to cover the needs of the service at very short notice. 

The training you will be getting

Provider: Bromley College Of Further and Higher Education 
On programme Training: 
Level 3 Business Administrator Apprenticeship Standard 
Level 2 Functional Skills in maths and English 
Institute of Apprenticeship Certificate 
End-Point Assessment (EPA) 
Knowledge Training Test 
Skills Test 
Oral Questioning – underpinned by portfolio 
Training schedule has yet to be agreed. Details will be made available at a later date. 

What to expect at the end of your apprenticeship

Further progression may well be available in other areas within our sector, upon successful completion of Level 3 Business Administration apprenticeship.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience


GCSE or equivalent Maths and English (Grade A*-C / 9-4) Essential

Things to consider

• NVQ Level 3 in Customer Care of or equivalent • Good command of English Language • Understanding of Data Protection and Freedom of Information requirements • Experience of working in a busy customer service environment, in a client facing role. • Experience of working within a team and liaising with internal and external parties. • Experience of using databases and Microsoft systems. • Accurate keyboard skills

About the employer

BEARS has focused on quality, which defines the company and differentiates it from its peers (and competitors). Our emphasis remains to provide high quality service which underpins our values of standards of Safety, Comfort and Care. Our staff are our greatest assets, displayed in our first-class training, and generous package as well as providing them with appropriate tools (including PPE and other materials), to enable them to deliver the highest standards of patient care. The return for this strategy is evidenced in our Key Performance Indicators (KPI’s) and the level of retention on our contracts from existing NHS customers. BEARS currently provide the following Patient Transport services: High Dependency, Bariatric, Mental Health and ECMO, which our NHS clients recognise as dependable, unlocking new opportunities for further specialist ambulance services in Critical Care, Neonatal and Paediatric Intensive Care services.




Imperial House 21-25

North Street



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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Business administrator

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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