Summary
To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers. Providing outstanding care and promoting a healthy future for our community.
Wage
£12,480 a year
Training course
Customer service specialist (level 3)
Hours
Monday to Friday. 37.5 hours. Shifts to be confirmed at interview.
37 hours 30 minutes a week
Possible start date
Monday 24 March
Duration
1 year
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
Duties to include but not limited to:
* To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team.
* Greeting and directing patients.
* Effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.
* To act as the central point of contact for patients.
* Be responsible for the distribution of information, messages and enquiries for the clinical team.
* Liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.
* Working towards a L3 Customer Service Qualification.
Where you’ll work
15 Huddersfield Road
Elland
HX5 9BA
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
C.M.S. VOCATIONAL TRAINING LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
Level 3 Customer Service Specialist Apprenticeship Standard, which includes:
* Level 2 Functional Skills in maths and English (if required).
* Full, on-the-job training will be provided by the employer, with 20% off-the-job training as a requirement.
* End-Point Assessment (EPA).
Requirements
Essential qualifications
GCSE in:
* Math’s and English GCSE’s (grade C/4 or above)
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
* Attention to detail
* Organisation skills
* Customer care skills
* Team working
* Initiative
* Non judgemental
* Patience
* Confidentiality
* Proactive
* Willing to learn