Apprentice Customer Service Representative
PRIMARY CARE IT LTD
Norwich (NR4 6TJ)
Closes in 30 days (Friday 28 November 2025)
Posted on 28 October 2025
Contents
Summary
Join Primary Care IT’s Customer Service team supporting GP surgeries with their IT systems. You’ll gain hands-on experience helping customers, developing technical and communication skills, and completing a Level 3 Customer Service Apprenticeship in a friendly, supportive environment.
- Wage
-
£14,722.50 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday, 8.00am - 4.00pm (one day a week 9.00am - 5.00pm).
37 hours 30 minutes a week
- Start date
-
Monday 1 December 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
You’ll be part of our Customer Service team, assisting NHS primary care clients with our digital products and learning all aspects of customer support. An average day may include:
- Responding to customer queries via phone or email
- Updating and maintaining our CRM system
- Assisting with customer onboarding and training
- Supporting the wider team with admin and service tasks
Where you'll work
Suite 3A
Keswick Hall
Norwich
NR4 6TJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
W S TRAINING LTD.
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
You’ll complete a Level 3 Customer Service Specialist Apprenticeship through a mix of:
- On-the-job training in our office
- Online learning and tutor-led sessions
- Remote workshops with your apprenticeship provide
At the end you’ll achieve a Level 3 Customer Service qualification and develop key skills for a successful career in customer support.
Requirements
Desirable qualifications
GCSE in:
- English (grade 5)
- Maths (grade 5)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Organisation skills
- Problem solving skills
- Team working
About this employer
Primary Care IT provides innovative solutions to GP surgeries and other NHS primary care organisations. We help healthcare teams work more efficiently through our digital tools and expert support. Based in a collaborative, friendly environment, our team is dedicated to improving patient care through technology.
After this apprenticeship
Once qualified we would be looking to expand our Customer Service team with a permanent role.
Ask a question
The contact for this apprenticeship is:
W S TRAINING LTD.
Apprenticeship Team
apprenticeships@wstraining.co.uk
The reference code for this apprenticeship is VAC1000348629.
Apply now
Closes in 30 days (Friday 28 November 2025)
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After signing in, you’ll apply for this apprenticeship on the company's website.