Summary
Join other health care professionals delivering vital services to patients. You will need to demonstrate a positive and professional attitude by delivering efficient secretarial and admin support to patients, clinical and management staff and visitors. The role includes a variety of administration support including some non NHS work.
Annual wage
£14,625 a year
Pay reviews considered on consistent achievement and performance.
Training course
Customer service practitioner (level 2)
Hours
Mon: 9am - 5pm Tues: 9am - 5pm Wed: 9am – 5pm Study session Thur: 9am – 5pm Fri: 9am – 5pm 30 minute unpaid lunch break each day
37 hours 30 minutes a week
Possible start date
Friday 7 February
Duration
2 years
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
This is a fantastic opportunity to work in a GP Surgery dealing with both patients and healthcare professionals alike. No two days are ever the same and there will be a variety of duties, not just in the reception area.
Duties will include:
* Provide excellent customer service via e-mail, telephone, and internal messaging systems
* Day to day use of Microsoft Office- Outlook, Word, Excel, and other business specific IT systems
* Reception duties including face to face meet and greet service to customers
* Provide customers with advice, guidance, and support
* Helping with customer issues
* Data input / organising / reporting / scanning
* Working closely with other departments to ensure everything is managed accurately
Where you’ll work
THE SURGERY
HAMSTREET
ASHFORD
KENT
TN26 2NJ
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
KENT COUNTY COUNCIL
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
* L2 Customer service practitioner Apprenticeship Standard
* On the job training with the employer whilst working towards the Apprenticeship Standard.
* Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.
Requirements
Essential qualifications
GCSE in:
* English (grade 4 or above)
Desirable qualifications
GCSE in:
* Maths (grade 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
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.