Apprentice Guest Relations Officer

Summary

The Guest Relations Officer is responsible for providing reception, administration and excellent customer service for all patients, relatives and staff attending The Royal Marsden, Chelsea.

Wage

£24,335 a year

Check minimum wage rates (opens in new tab)

Training course

Business administrator (level 3)

Hours

Shifts as required between Monday - Friday, 7.40am - 8.00pm

37 hours 30 minutes a week

Start date

Friday 1 August 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

The post holder will be responsible for providing a welcoming environment and delivering the highest level of customer service to patients, consultants and the clinical teams
The receptionist will focus on excellent customer care whilst ensuring hospitality and housekeeping issues are attended to and delivering administrative services of highest standards
To meet and greet all patients and visitors in a professional, courteous and friendly manner
Maintain composure and resilience under pressure, dealing calmly and sensitively with vulnerable patients and a range of difficult situations
To manage a high volume of patients with complex needs on a daily basis, both face-to-face and over the telephone and email
To deal proactively and effectively with a wide range of enquiries from clinicians, nurses, administrative and management colleagues
To follow the opening and closing guidelines for Chelsea private outpatient receptions and following greeting templates used for answering the telephones and welcoming patients
To communicate effectively with patients in relation to their use of The Royal Marsden Chelsea, guiding patients on arrival as required
To re-organise appointments at the request of patients or medical staff or other admin teams and to inform patients where necessary
To book or arrange appointments for clinics within the Royal Marsden as requested
To prepare clinical documentation ready for clinic
To document all patient procedures and outcomes on the patient record
To ensure that all follow-up patient appointments are booked accurately and to liaise with clinics and/or other admin teams such as Medical Secretaries regarding overbookings to minimise patient waiting times
To have a working understanding of medical terminology to read clinical letters and take action on outcomes, lost-to-follow-up patient reviews and further appointments/diagnostic booking requests
To audit all patient outcomes from clinic and ensure that appropriate action/discharge is undertaken

Where you'll work

Fulham Road
London
SW3 6JJ

Training

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

College or training organisation

PMA LTD

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Business Administrator Level 3 Apprenticeship Standard
PMA will deiver the training - through an oline delivery method
Sessions will be delivered once a month using Microsoft Teams

Requirements

Essential qualifications

GCSE in:

English (grade 4 or Above)
Maths (grade 4 or Above)

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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working
Non judgemental
Patience

About this company

The Royal Marsden has a vital role in championing change and improvement in cancer care through research and innovation, education and leading-edge practice. We are incredibly proud of our international reputation for pushing the boundaries and for our groundbreaking work ensuring patients receive the very latest and best in cancer treatment and care.

https://www.royalmarsden.nhs.uk/ (opens in new tab)

After this apprenticeship

Guest Relations Officer

Ask a question

The contact for this apprenticeship is: