Customer Service Apprenticeship - Intermediate (Level 2)

Coton House (Employer)

Aspiration Training Ltd. (Training Provider)

Weekly wage £124.50
30.0 hours per week Monday - Friday, shifts to be confirmed.
12 months (duration)
15 February 2021(start date)
Customer service practitioner (apprenticeship standard)
2 February 2021 (application closing date)
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Job Description

This role will require the apprentice to provide effective administrative support to the management care team. For the right person, there is the opportunity to secure full time employment and progress to higher level qualifications.


Duties and responsibilities will include:

  • All tasks should be carried out in accordance with practice policies and procedures
  • Answer the telephone and either handle the callers request or query or direct callers to the most appropriate person
  • Take messages for other members of the team and ensure they receive and act upon these messages
  • Make appointments over the telephone
  • Set up future clinics and surgeries on the appointments system
  • Process incoming and outgoing mail
  • File correspondence in patient records
  • Prepare patient records for clinics and surgeries
  • File patient records after use
  • Ensure patient records are in a good state of repair
  • Input patient data to the practice computer system
  • Assist in production of information for clinical audit, screening and chronic disease management
  • Handle and process requests for repeat prescriptions
  • Process changes to patient information on the computer and paper records
  • Attend and participate in practice and receptionadministrative team meetings

Provide administrative support to clinical staff and other members of the team, such as:

  • Filing
  • Pulling of records
  • Word processing
  • Copying
  • Faxing
  • Preparation of documents
  • Minute taking and planning meetings
  • Prepare and monitor invitations and recalls for screening
  • Immunisations, chronic disease management and specialist services in the practice
  • Deputise for the medical secretary, preparing referrals and typing clinical correspondence

Future Prospects

  • Possibility of progressing onto Level 3

Skills Required

This job involves telephone contact with patients and the public, and day-to-day communications with colleagues throughout the practice team.

Therefore the role requires:

  • Good telephone manner - both speaking and listening
  • Good verbal communication skills with colleagues
  • Clear and accurate written communication (such as message-taking)

Qualities Required

  • Polite telephone manner
  • Commitment and enthusiasm
  • Proactive approach
  • Positive attitude
  • Bright, bubbly personality

Qualifications Required

  • GCSE A-C / 8-4 English and mathematics or equivalent grades / qualifications

Training Provided

  • Customer Service Practitioner Level 2 Apprenticeship Standard
  • Functional Skills Level 2 in maths and English (if required)
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