Level 2 Customer Service Practitioner Apprenticeship

Summary

Mayfield Medical Group are proud to announce an exciting opportunity for a keen and motivated individual to become a vital part of their reception team! As a Medical Receptionist, you will be the first point of contact for patients, playing a crucial role in ensuring their experience with Mayfield Medical Group, is positive and welcoming.

Wage

£14,918.80 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

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Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, shifts to be confirmed.

37 hours 30 minutes a week

Start date

Monday 9 June 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Meet and greet patients / visitors face to face and via telephone. 
Book patients in on arrival and organise appointments electronically.  
Signpost patients to relevant services. 
Receive telephone calls, diverting them to the relevant person. 
Take and record messages in the relevant book for all staff including attached staff. 
Choose and book referrals. 
Sign patients up to online access services. 
Process temporary residents, new patients etc. 
Record home visits, extracting patient information from the computer for the GPs. 
Read code all relevant information. 
Issue repeat prescriptions electronically and manually, updating the patient’s record. 
Stamp and distribute incoming mail. 
Accept cash for reports, sick notes etc., issue receipts and record incoming cash against the serial number. 
Opening and locking the building. 
Ensure the building is secure at all times and that every evening all windows and doors are locked and checked. 
Replenish stocks in GPs rooms. 
General housekeeping duties.

Where you'll work

MAYFIELD MEDICAL CENTRE
PARK ROAD
JARROW
TYNE AND WEAR
NE32 5SE

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

GATESHEAD COUNCIL

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Maths (grade 4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Team working
Initiative

About this company

Mayfield Medical Group is a dynamic and bustling General Practice with a patient base of 9,300 individuals. The practice provides high-quality healthcare services to the diverse community. Mayfield Medical Group are proud to dedicate their commitment to patient care, innovation, and continuous improvement.

After this apprenticeship

Progression for the right candidate.

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