Customer Service Apprentice

Roundhay Road Surgery

LEEDS (LS8 5AN)

Closes in 9 days (Sunday 15 February 2026 at 11:59pm)

Posted on 3 February 2026

Print

Contents

Summary

Roundhay GP surgery is looking for a L2 Customer Service apprentice who can be the face of the surgery on reception and support patients both in-person and via email and telephone, so that patients feel cared for. This role is perfect for a friendly and well organised individual.

Wage

£14,722.50 to £23,809.50, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Hours: Often full-time (approx. 37.5 hours/week) or part-time, usually requiring flexibility for early morning or evening shifts. Exact working hours TBC at interview.

37 hours 30 minutes a week

Start date

Monday 2 March 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

  • Patient Reception: Greeting patients, answering telephones, and acting as the main point of contact.
  • Care Navigation: Assessing patient needs to direct them to the correct healthcare professional (e.g., nurse, GP, pharmacist).
  • Appointment Management: Booking, cancelling, and rearranging appointments, including home visits, using practice software.
  • Administration: Processing prescriptions, handling patient records, scanning documents, and updating patient information.
  • General Duties: Opening/closing the surgery, maintaining a clean reception area, and assisting with audit data. 

Where you'll work

171-173 ROUNDHAY ROAD
LEEDS
LS8 5AN

Training

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

Training provider

LUMINATE EDUCATION GROUP

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 apprentice will be based on-site at Roundhay Surgery in a full-time capacity. Twice a month you will attend Leeds City College (Print Works Campus) to study towards a L2 qualification in Customer Service. One session will be in-person, the following session will be delivered online.

More training information

Salary and Working Conditions:

  • Pay: Generally aligned with Agenda for Change Band 2 or 3, with variations based on experience and location.
  • Hours: Often full-time (approx. 37.5 hours/week) or part-time, usually requiring flexibility for early morning or evening shifts.
  • Benefits: NHS pension scheme, annual leave, and training opportunities. 
     

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
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Team working
  • Initiative
  • Non judgemental
  • Patience
  • Confidentiality

About this employer

We are a long-established GP surgery, supporting patients with a variety of health related services, from check-in's, tests, repeat subscriptions and offering information, advice and guidance around a variety fo health issues.

After this apprenticeship

A full-time permanent contract is highly likely upon completion of the L2 apprenticeship. There is also the potential to further progress onto the L3 Business Administration apprenticeship.

Ask a question

The contact for this apprenticeship is:

LUMINATE EDUCATION GROUP

The reference code for this apprenticeship is VAC2000012462.

Apply now

Closes in 9 days (Sunday 15 February 2026 at 11:59pm)