Customer Service Apprenticeship Medmin Services Ltd

Summary

We’re looking for someone to join our customer service team. Confident, professional phone manner as you’ll be handling incoming calls from private patients, consultants, and hospitals helping to ensure patients are booked into the right consultations, their details are captured accurately, and calls are handled promptly and efficiently.

Wage

£14,526.20 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 9.00am - 6.00pm.

37 hours a week

Start date

Monday 18 August 2025

Duration

1 year 3 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

Answering incoming calls from private patients, consultants, and hospital teams
Speaking with patients to understand their needs and booking them for the correct consultation
Accurately capturing and updating patient details in the system
Taking payments from self-pay patients and recording transactions correctly
Collecting full insurance details where applicable, including policy numbers and authorisation codes
Ensuring each record includes the required minimum dataset before progressing the booking
Maintaining a polite, calm, and efficient manner on the phone at all times
Helping reduce the volume of routine calls to the medical secretaries by taking and handling enquiries at the first point of contact
Working as part of a supportive admin team, helping things run smoothly across busy private practices

Where you'll work

Trigate 210-222
Hagley Road West
Oldbury
B68 0NP

Training

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

College or training organisation

SANDWELL COLLEGE

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

As well as working towards a Level 2 Customer Service Practitioner qualification, you will learn job-specific skills from experienced colleagues
In addition to a workplace mentor, you will receive support throughout your apprenticeship from a dedicated mentor from the Council's Apprenticeships Team

More training information

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

Requirements

Essential qualifications

GCSE or equivalent 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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience
Physical fitness

Other requirements

If successful, you would be expected to work within the team based in Birmingham. You will report into your mentor on a daily basis, also as the position is based in a garage the doors are open so it can be cold but you are in an office based within the garage.

About this company

Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

https://medmin.co.uk/ (opens in new tab)

After this apprenticeship

There is the possibility of a permanent position within the business once you have completed your Customer Service Level 2. We will then have a meeting to discuss the opportunities available to you.

Ask a question

The contact for this apprenticeship is:

Sandwell Metropolitan Borough Council

Anna Bishop

anna_bishop@sandwell.gov.uk

07976849845

The reference code for this apprenticeship is VAC1000329069.

Apply now

Closes in 11 days (Wednesday 16 July 2025 at 11:59pm)

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