Somerset Partnership Nhs Foundation Trust

Level 2 Customer Service Practitioner Apprentice - 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. Times TBC.
15 months (duration)
19 July 2021(start date)
Customer service practitioner (apprenticeship standard)
4 July 2021 (application closing date)
Register interest

Job Description

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. This is a fantastic opportunity for the right candidate.


Duties will include:

  • The apprentice/s responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality
  • These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction
  • You may be the first point of contact and work in any sector or organisation type
  • The apprentice/s customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media

The apprentice/s actions will influence the customer experience and their satisfaction with your organisation. The apprentice/s will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers. The apprentice/s provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements. 

Future Prospects

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

Reality Check

We recognise that our staff are our most valuable resource, we are proud of the excellent levels of service our Trust provides to our service users and the dedication and conscientious of our staff. With this in mind, we offer a range of staff benefits including: Excellent annual leave entitlement Relocation package – up to £8,000 (Subject to eligibility) Enhanced rates of pay NHS Pension Scheme Free parking on most of our sites NHS discounts Training and development Flexible working Paid registration fees for the 1st year for newly qualified staff

Skills Required

  • Good communication skills
  • Knowledge of IT including Outlook, Word and Excel
  • Professional telephone manner
  • Shows a high level of attention to detail
  • Able to build and maintain effective relationships with people at all levels
  • Able to think creatively

Qualities Required

Our values are simple: Outstanding Care, Working Together, Listening and Leading.


  • To carry out this role successfully the post holder needs to be fully aware of and adhere to Trust values/standards and reflect these as their behaviours:
  • Outstanding Care:
  • We treat everyone with dignity, kindness and respect
  • We involve patients, relatives, carers and colleagues in decision-making
  • I ensure that my actions contribute to outstanding care regardless of my role
  • I admit mistakes, apologise and learn from them
  • I champion the health, safety and wellbeing of patients, relatives, carers and colleagues
  • I speak up when others cannot

Listening and Leading:

  • I lead with empathy, taking responsibility for how my emotions and actions affect others
  • I inspire others to embrace change, encouraging them to see their part in the bigger picture
  • I strive to be the best I can be
  • I value the opinions and contributions of colleagues, patients and others
  • I encourage innovation and am open to new ideas
  • I listen with interest and take action if I am able

Working Together:

  • I collaborate with others to achieve shared goals
  • I communicate clearly and appropriately
  • We work together to overcome challenges
  • I ask for help and always assist those in need
  • I thank colleagues for their contributions and celebrate shared successes
  • I use resources effectively, treating every £ as if it were my own

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 No. 122 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