Administration (Customer Services) Apprentice

Herefordshire and Worcestershire Health and Care NHS Trust

Worcester (WR5 1JR)

Closes in 11 days (Sunday 3 May 2026)

Posted on 22 April 2026

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Summary

We are looking for an enthusiastic, confident, and motivated individual to join our successful Apprenticeship Scheme based in Worcester to work with the Clinical Practice Facilitators. The role will involve telephone call handling, liaising with internal and external contacts, data inputting, and general administrative tasks.

Wage

£25,272 a year

Check minimum wage rates (opens in new tab)

  • 27 days leave plus bank holidays, increasing up to 33 days with long service
  • Generous NHS pension and enhanced pay when you work unsocial hours
  • Great maternity, paternity, and adoption support

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm.

37 hours 30 minutes a week

Start date

Monday 4 May 2026

Duration

1 year 4 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 of the job:

  • You will be part of the growing Performance Team, providing essential administrative support through completing a wide range of tasks
  • The performance team work with a variety of services providing vital performance related support and helping the teams achieve their Key Performance Indicators and targets
  • You will gain quality administrative experience, an understanding of NHS processes and systems and a detailed understanding of the variety of Teams within the Adult Mental Health Service while gaining a valuable Customer Service qualification
  • You will be given sufficient time to complete this qualification and the work you complete will go towards achieving this

Where you'll work

Kings Court 1
Charles Hastings Way
Worcester
WR5 1JR

Training

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

Training provider

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

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

Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).

You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.

You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service Level 2 Apprenticeship.

There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.

Requirements

Essential qualifications

GCSE in:

  • Any subject (grade A*-C/ 4-9)
  • Any subject (grade A*-C/ 4-9)
  • English (grade A*-C/ 4-9)
  • Maths (grade A*-C/ 4-9)

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
  • Team working
  • Initiative
  • Non judgemental

About this employer

At Herefordshire and Worcestershire Health and Care NHS Trust, we are working together to deliver outstanding care. We run community hospitals and community health services across Worcestershire and provide mental health and learning disability services across both Herefordshire and Worcestershire.

https://beta.jobs.nhs.uk/candidate/jobadvert/C9798-2229 (opens in new tab)

Company benefits

  • Wide range of supportive staff networks
  • Health and wellbeing opportunities
  • Flexible and agile working opportunities

After this apprenticeship

Potential for career progression upon succesful completion of apprenticehip. This can be discussed at interview. 

Ask a question

The contact for this apprenticeship is:

HEREFORDSHIRE AND WORCESTERSHIRE GROUP TRAINING ASSOCIATION LIMITED

The reference code for this apprenticeship is VAC2000027702.

Apply now

Closes in 11 days (Sunday 3 May 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.