Level 2 Customer Service Practitioner apprentice

Second Street Surgery

GATESHEAD (NE8 2UR)

Closes in 7 days (Thursday 11 June 2026)

Posted on 4 June 2026

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Summary

Second Street Surgery are seeking a friendly and organised Customer Service Practitioner to join their busy medical practice. You will be the first point of contact for patients, providing excellent customer service both face-to-face and over the phone.

Wage

£13,260 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday, 08:00 - 18:30. Tuesday, 08:00 - 18:30. Friday, 08:00 - 18:30.

30 hours a week

Start date

Monday 6 July 2026

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

  • Welcoming patients and managing reception enquiries
  • Booking appointments and directing patients to the appropriate service
  • Handling telephone calls in a professional and timely manner
  • Managing patient records and updating information on clinical systems
  • Supporting administrative tasks including prescriptions, referrals, and correspondence
  • Assisting with patient registrations and document management
    Maintaining a clean, safe, and organised reception area
  • Supporting the wider team to ensure smooth day-to-day operations

Where you'll work

SECOND STREET
GATESHEAD
NE8 2UR

Training

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

Training provider

GATESHEAD COUNCIL

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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

  • English (grade 4)
  • Maths (grade 4)

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
  • Team working

About this employer

We are a very friendly local family practice and we pride ourselves on being able to offer a more personalised service to our patients. Our practice is highly patient focused and we have a multidisciplinary approach to patients’ health care.

https://secondstreetsurgery.nhs.uk/ (opens in new tab)

After this apprenticeship

Progression for the right candidate.

Ask a question

The contact for this apprenticeship is:

GATESHEAD COUNCIL

Oliver Leach

oliverleach@gateshead.gov.uk

0191 433 5613

The reference code for this apprenticeship is VAC2000035003.

Apply now

Closes in 7 days (Thursday 11 June 2026)

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