Customer Service Apprenticeship - Informatics
Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust
Tyne and Wear (NE3 3XT)
Closes in 22 days (Friday 26 June 2026 at 11:59pm)
Posted on 4 June 2026
Contents
Summary
This is an exciting opportunity to work within a friendly and supportive team within the Informatics Department of Cumbria, Northumberland Tyne and Wear NHS Foundation Trust. This apprenticeship provides excellent opportunities for personal and professional development & real business experience from day one.
- Wage
-
£15,600 to £24,784.50, depending on your age
National Minimum Wage
Minimum wage rates (opens in new tab)
National Minimum Wage relevant to Age
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Friday - working times to be confirmed upon appointment.
37 hours 30 minutes a week
- Start date
-
Monday 27 July 2026
- Duration
-
1 year 2 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
We are seeking an enthusiastic, proactive and motivated candidate, who can demonstrate excellent communication and organisational skills, to work within a busy team.
This is an essential and demanding role, providing a courteous, friendly and professional service to staff, either via the telephone or in person.
Your exact duties will vary but you will need to show you can work with a team or member of staff to handle various tasks.
You will also provide support to others in the team & this sort of work requires a sense of responsibility, accuracy and attention to detail.
The aims of this programme are:
- For an individual to gain a nationally recognised qualification
- To enhance knowledge & understanding of working for a large NHS employer
- To gain recognition for competencies used in a workplace
- To develop and demonstrate the underpinning knowledge required in this role
- Providing recognition of prior learning for future learning (RPL)
- Provide a foundation for further development
Duties:
- Respond to queries raised by email
- Create and amend user accounts to allow users to access the Trusts core IT systems
- Liaise with external Trusts to allow users access to their IT systems
- Log calls received by the team (details of callers and their IT issues, in an IT-based system)
- Attempt to fix straightforward issues and solve IT problems
- Liaise with wider team to resolve more complex issues
- Track the progress of jobs, maintaining contact with the colleague that logged it
- As experience grows, work with Project Managers on the rollout of new systems and IT services
- Gain experience and support all the Trusts core IT systems
Where you'll work
St. Nicholas Hospital
Jubilee Road
Newcastle upon Tyne
Tyne and Wear
NE3 3XT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DERWENTSIDE 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
- Customer Service Practitioner Level 2 Apprenticeship Standard
- Delivered within the workplace
Requirements
Desirable qualifications
GCSE in:
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
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
- Physical fitness
Other requirements
All offers will be subject to satisfactory completion of an enhanced DBS check.
About this employer
The Trust works from more than 70 sites across Cumbria, Northumberland, Newcastle, North Tyneside, Gateshead, South Tyneside and Sunderland. We also run a number of regional and national specialist services. Along with partners, we deliver support to people in their own homes, and from community and hospital-based premises. We have more than 8,000 people working for us and a budget of over £500 million. The services we provide are divided into four sections, which are organised geographically into “locality care groups”. These are known as North, Central, South and Cumbria. Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust was formed in 2019 when the mental health and learning disability services in North Cumbria were transferred to Northumberland, Tyne and Wear NHS Foundation Trust. Northumberland, Tyne and Wear NHS Foundation Trust was created back in 2006. This was through the merger of three different NHS trusts: Newcastle, North Tyneside and Northumberland Mental Health NHS Trust; South of Tyne and Wearside Mental Health NHS Trust; and Northgate and Prudhoe NHS Trust. Since then, there have been some dramatic changes that have helped shape how we care and support the people we serve. For instance, we have been able to provide some state-of-the-art facilities, which have dramatically improved inpatient services. Between 2006 and 2016, we opened eight new buildings, ranging from a specialist dementia centre to a large 122-bed hospital.
After this apprenticeship
There is an opportunity for the right candidate to be trained with a view to employment should a suitable position become available.
Ask a question
The contact for this apprenticeship is:
DERWENTSIDE COLLEGE
Apprenticeship Recruitment Team
apprenticeships@derwentside.ac.uk
The reference code for this apprenticeship is VAC2000034768.
Apply now
Closes in 22 days (Friday 26 June 2026 at 11:59pm)