Somerset Partnership Nhs Foundation Trust

Apprentice - Customer Care and Business Administration - Intermediate (Level 2)

Somerset Partnership Nhs Foundation Trust (Employer)

Bridgwater & Taunton College (Training Provider)

Annual wage £8,385.00
37.5 hours per week Monday to Friday 08.30 - 17.00 excluding bank holidays.
15 months (duration)
10 January 2022(start date)
Customer service practitioner (apprenticeship standard)
12 December 2021 (application closing date)
Register interest

Job Description

To work within the Community Dental Service to develop confidence, experience and build a portfolio of evidence for apprenticeship accreditation and award of NVQ L2 in Business Administration.


To provide administrative support services to dental clinics or the Single Point of Access in either Somerset or Dorset ensuring that a high quality and effective administration service is provided. To carry out delegated activities which support effective care delivery for patients attending the dental service. To be a reliable and helpful member of the team, communicating well with colleagues and upholding the Trust Values. To participate in appropriate training opportunities and take initiative to understand the reception and administrative roles.

Communication and Key Working Relationships:

  • To establish and maintain productive working relationships with all members of the dental team and other people you come into contact with
  • To answer the telephone and deal with patient enquiries in a positive, efficient and friendly manner
  • To receive patients (many of who will have Additional Needs) carers and visitors in a pleasant and responsive way and respond helpfully to questions and enquiries

Planning and Organisation:

  • To arrive on time
  • To inform line manager if struggling with completing tasks and need additional time or help


  • To work with the Single Point of Access and reception teams to understand the reports for patients waiting and in a Course of Treatment Responsibility for Patient / Client Care

Treatment and Therapy:

  • To help maintain a high-quality reception and administration service to ensure patient satisfaction
  • To keep patients and carers informed of any delays to appointments
  • To schedule patient appointments in accordance with the diaries set up on the dental IT system and remind patients of their appointments as required
  • To maintain patient records to ensure they are completed correctly before filing them securely

Policy, Service, Research and Development Responsibility:

  • To attend team meetings as requested
  • To follow Trust Policies, in particular infection control, data protection and Safeguarding

Responsibility for Finance, Equipment and Other Resources:

  • To treat all NHS Trust property and equipment with care
  • To collect money from patients who are required to make a financial contribution to their care
  • To update the dental IT system when patients advise they are exempt from payments

Responsibility for Supervision, Leadership and Management:

  • To have a desire to learn and develop
  • To attend Apprenticeship programme study days and to complete units within agreed timescales
  • To be committed to completing the Apprenticeship training
  • To undertake available learning opportunities which may include shadowing team members and attending meetings

Information Resources and Administrative Duties:

  • To provide administrative support as directed To maintain data entry as requested so that accurate reports and information are maintained

Future Prospects

  • A permanent position is not guaranteed after completion of this apprenticeship

Reality Check

  • Year two of Apprenticeship: age related if applicable 19 - 20 years: £12,792 per annum, pro rata 21 - 22 years: £16,302 per annum, pro rata 23 and over: £17,374.50 per annum, pro rata
  • On occasion have to manage difficult conversations
  • Able to work towards deadlines
  • May be asked to support other teams at short notice

Skills Required

  • Excellent interpersonal and communication skills
  • Able to prioritise
  • Willing to learn and develop skills
  • Professional and courteous
  • Able to demonstrate patience and calmness

Qualities Required

  • Team player
  • Positive attitude
  • Conscientious with pride in their work
  • Flexible to meet the needs of the patient and service
  • Good timekeeper
  • Smart and presentable appearance

Qualifications Required

  • GCSE A* to C/9 to 4 or equivalent in English and maths preferable but not essential

Training Provided

Level 2 Apprenticeship Standard - Customer Service Practitioner:

  • Customer Service Practioner Level 2 Standard - Knowledge, Skills and Behaviours
  • City & Guilds Level 2 Diploma in Customer Service Practitioners (Business Admin Pathway)
  • Level 1 Functional Skills English (exemptions apply)
  • Level 1 Functional Skills Maths (exemptions apply)

The successful candidate will also need to complete a diagnostic assessment, which will help us plan the appropriate support required to meet your individual needs.

Register interest