Sandwell and West Birmingham Hospitals Nhs Trust

Customer Service Apprentice - Contact Centre Agent - Intermediate (Level 2)

Sandwell and West Birmingham Hospitals Nhs Trust (Employer)

Sandwell and West Birmingham Hospitals National Health Service Trust (Training Provider)

Annual wage £9,379.50
37.5 hours per week Monday – Friday between 08:00 – 18:00 on a rota basis to cover 3 shifts 8am - 4pm, 9am - 5pm and 10am to 6pm
12 months (duration)
1 November 2022(start date)
Aviation customer service operative (apprenticeship standard)
6 October 2022 (application closing date)
Register interest

Job Description

We have a full time post at our Care Navigation Centre at Sandwell General Hospital. You will be working in a dynamic team, supporting the Primary Care Community & Therapies Clinical Group, providing a comprehensive efficient and effective telephone based referral service and appointment booking service to our patients.


What will the apprentice be doing?

  • Provide an administrative service for the clinical teams, sending out appointment letters, registering patients, answering telephone queries regarding appointments and other clerical duties to support the Service
  • Provide a reception function at our Primary Care Assessment unit
  • Enter data and update the patient administration systems to work effectively within a paperless environment

What training will the apprentice take and what qualification will the apprentice get at the end?

  • Customer Service Practioner Level 2 appenticeship (through a weekly training and development programme)
  • All statutory and mandatory training, such as Fire, Health & Safety, GDPR etc 
  • Functional Skills maths and English level 2 (if required)

What is the expected career progression after this apprenticeship?

  • On completion of this programme you will move to a substantive post on the NHS Agenda for Change band 2 pay scale 

Reality Check

You must be able to work under pressure as part of a team. You will require good interpersonal skills with the ability to prioritise your own workload. There will be a requirement to learn the patient administration systems to work effectively within a paperless environment.

Skills Required

Communication skills, IT skills, Attention to detail, Customer care skills, Administrative skills, Team working

Qualifications Required

GCSE or equivalent Maths & English (Grade 4) Desired
Register interest


This page contains public sector information licensed under the Open Government Licence v3.0. The information provider is the Education and Skills Funding Agency.