Apprentice Customer Service Specialist
MIDLAND EYE HOLDINGS LIMITED
SOLIHULL (B91 2AW)
Closes in 14 days (Friday 7 November 2025 at 11:59pm)
Posted on 23 October 2025
Contents
Summary
To provide exceptional front-line service to patients, combining efficient clinic customer service including patient engagement and journey. This role is responsible for supporting outpatient bookings and appointments from enquiry to discharge, while actively converting inbound patient leads into consultations. This role supports business growth.
- 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
-
Hours set between 8am and 6pm Monday to Friday.
Example shifts: 8am - 4pm or 9am - 5pm or 10am - 6pm.
May be required to weekends but will be renumerated accordingly.
37 hours 30 minutes a week
- Start date
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Monday 17 November 2025
- Duration
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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
Customer service responsibilities:
- First point of contact for all new enquiries, demonstrating a high level of customer service skills and telephone manner
- Respond to inbound calls, emails, and website queries promptly and professionally in line with organisational guidelines
- Outbound calls to book patients in for procedures
- Regularly feedback to and collaborate with the Senior Leadership Team
- Keep up to date with treatment pricing, offers, and consultant availability to provide accurate, tailored advice to prospective patients
Patient Experience/Admin:
- Deliver exceptional service across the entire patient journey
- Ensure patient administration systems are accurately updated with enquiry source, relevant notes, documentation, and prices
- Collaborate with other Staff to ensure the exceptional service is consistent
- Fulfil all reasonable requests from patients to ensure their satisfaction and safety
- Liaise with Clinical staff, Consultants, Administrative staff, Optometrists and GP’s internally and externally as necessary
- Report any maintenance issues immediately to line manager
- Provide ad-Hoc support to other business functions as and when required
*The above is not an exhaustive list of duties and you will be expected to perform different tasks as required by your changing role within the organisation and the overall needs of the business.
Where you'll work
50 LODE LANE
SOLIHULL
B91 2AW
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
NORTHWEST EDUCATION AND TRAINING LIMITED
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
- Customer Service Specialist Level 3 Apprenticeship Standard
- On and off the job training provided in the workplace
- Functional skills where required
Requirements
Desirable 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
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Logical
- Team working
- Initiative
- Patience
- Curiosity
Other requirements
There will be a requirement to work across 2 premises within the Organisation. One being Solihull and the other being Olton.
About this employer
We are a comprehensive, specialist service for the diagnosis and treatment of all eye conditions. Private patients can benefit from access to collaborative care and facilities with the latest and best technology and our approach is designed to be convenient for people who lead busy lives and who have limited time to seek medical advice and treatment.
https://www.midlandeye.com (opens in new tab)
Company benefits
Holiday entitlement is 35 days inclusive of bank holidays. Private healthcare upon completion of probation. Staff discount on procedures upon completion of probation.
After this apprenticeship
- Progression within the Organisation is possible
Ask a question
The contact for this apprenticeship is:
NORTHWEST EDUCATION AND TRAINING LIMITED
Amanda Fair-Hill
amanda.fair-hill@nweat.co.uk
07512 311133
The reference code for this apprenticeship is VAC1000348052.
Apply now
Closes in 14 days (Friday 7 November 2025 at 11:59pm)
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