Reception & Administration Apprentice
SOUTH HETTON HEALTH CENTRE DR J SMITH & DR P FOSTER
CO DURHAM (DH6 2TH)
Closes in 14 days (Tuesday 7 April 2026 at 11:59pm)
Posted on 24 March 2026
Contents
Summary
The apprentice will work in a team of reception & admin staff within the practice. They will assist patients & direct them to the appropriate service or healthcare professional in a courteous, efficient, & effective way. They will project a positive & friendly image to visitors, both in person & on the telephone.
- Wage
-
£15,600 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday 8am - 5.30pm
37 hours 30 minutes a week
- Start date
-
Monday 13 April 2026
- 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
Main Duties And Responsibilities:
Administration:
- To have a thorough knowledge of all practice procedures including SystmOne
- To work in accordance with written protocols and policies
- Filing post in medical records, sorting and franking post
- Photocopying
- Answering calls, booking appointments, and dealing with patient queries
- Read coding, summarising, QoF admin support, deductions
Repeat Prescription:
- To have a thorough knowledge of the repeat prescription procedures
- Issue repeat prescriptions accurately, ensuring correct medications are issued
- Call patients back with Prescription queries
Reception:
- Receiving patients, consulting with members of practice team
- Handling completed repeat prescriptions to patient and checking names and address
- Be able to cover all reception position as necessary
- Process patient changes of address, computer data and medical records in line with good governance process e.g. Identity checking
- Monitor waiting room and keep clean and tidy
Scanning:
- Scan, code and file all letters on to patients notes
- Workflow all letters which need action to the relevant clinician
Computer:
- Registrations of new patient's computer data entry and medical records
- Process repeat prescription requests in accordance with practice guidelines
- Set up new starters (Practice and community colleagues)
- Transcribing for GPs and other members of the MDT
Telephone:
Have working knowledge of digital telephone systems and provide an efficient message taking/passing on facility, screening callers appropriately
Other Tasks:
- Maintaining the utmost professionalism at all times with patients, staff and visitors
- Opening and closing of Practice, ensuring building security and have thorough knowledge of doors/windows/alarm
- Provide cover on rota basis for extended hours services and colleague absences
- Any other tasks allocated by managers
The above list is not exhaustive and subject to change based on the needs of the business.
Where you'll work
SOUTH HETTON SURGERY
FRONT STREET
SOUTH HETTON
CO DURHAM
DH6 2TH
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
EAST DURHAM COLLEGE
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.
Training schedule
The successful candidate will complete Level 2 Customer Service Apprenticeship Standard.
This will be delivered in the workplace, with a tutor visiting once a month. The only times you would be required to attend college would be if you have any maths and English functional skills to complete.
Maths and English classes would be weekly until the exams are passed. If you hold either GCSE grade 4 or above, or a level 2 in maths and English, you will not be required to do these again.
Requirements
Essential qualifications
GCSE in:
- English (grade 4 or C and above)
- Maths (grade 4 or C and above)
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
- Attention to detail
- Organisation skills
- Customer care skills
- Administrative skills
- Initiative
- Non judgemental
- Patience
About this employer
Silverdale Family Practice is an NHS run Doctor's surgery.
https://www.silverdalefamilypractice.nhs.uk/ (opens in new tab)
After this apprenticeship
Upon completion of the apprenticeship there is the possibility of permanent employment and going on to complete further qualifications for the right person.
Ask a question
The contact for this apprenticeship is:
EAST DURHAM COLLEGE
Joanna
joanna.coates@eastdurham.ac.uk
The reference code for this apprenticeship is VAC2000022897.
Apply now
Closes in 14 days (Tuesday 7 April 2026 at 11:59pm)