Summary
We are looking to recruit Outpatient Call Handlers into our appointments Call Centre. This role will have a vital part to play in all parts of outpatient's appointments, serving as a great experience for those looking to build a career in the NHS.
Wage
£23,615 a year
£23,615 per annum, pro rata for part time roles.
Training course
Customer service practitioner (level 2)
Hours
37.5 hours per week. Shifts TBC (Contact Centre opening hours 08:00 - 17:00, Monday to Friday, part time applicants considered).
37 hours 30 minutes a week
Start date
Friday 30 May 2025
Duration
1 year
Positions available
4
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
As a member of the Centralised Outpatient Services team, the post holder will have responsibility for answering a wide variety of calls and queries from patients every day. On average, each call handler answers approximately 80 calls per day in a challenging environment.
Reporting to the Outpatients Team Leader, the post holder will ensure the responsive and professional standards of the North Bristol Outpatients Team are always maintained.
We are looking for talented individuals willing to work hard, with a positive attitude and with a flexible approach to change who can make a significant contribution to the important work of this highly performing team.
Where you’ll work
Southmead Hospital
Westbury on Trym
Bristol
Bristol
BS10 5NB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
NORTH BRISTOL NATIONAL HEALTH SERVICE TRUST
Your training course
Customer service practitioner (level 2)
Equal to GCSE
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.
Your training plan
This role includes the study of the nationally recognised apprenticeship standard - Level 2 Customer Service Practitioner and will include:
Gaining a nationally recognised qualification via our dedicated onsite Apprenticeship Centre.
Having dedicated 1:1 tutor meetings monthly, and attending classroom lessons on site at our Learning and Research building every month.
Gaining knowledge of the structure, function, and values of the NHS and an understanding of the scope of their role within customer service.
Developing skills to identify customer needs, preferences, and expectations, and how this can enhance the overall customer experience through effective communication and problem-solving, as well as much more.
A wide range of support resources available to you, and time given to study and attend lessons. As well as access to peer and mentor support.
Requirements
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Organisation skills
* Customer care skills
* Administrative skills
* Team working