Apprentice Customer Service Practitioner

5 months ago

Cheltenham, United Kingdom Gloucestershire Hospitals NHS Foundation Trust Full time

This Customer Service Practitioner apprenticeship at Gloucestershire Hospitals NHS Foundation Trust is an exciting opportunity to learn new skills and become part of the Lung Function, Sleep and GI Physiology team.

This apprenticeship is suitable for anyone with a desire to learn and develop customer service skills with a view to beginning a career in customer service / administration and gain a Customer Service Practitioner Level 2 Intermediate apprenticeship.

**Throughout the apprenticeship journey you will**:

- be supported in the workplace by a mentor
- have a minimum of 6 hours per week ‘off-the-job training’ to develop your learning
- be in regular contact with the Training Provider and the Apprenticeships and Careers Team
- have access to a virtual learning platform
- attend workshops (face to face / virtual) where you will have the opportunity to discuss and share

The Customer Service Apprentice will provide typing, booking and administration support within in the Lung Function, Sleep and GI Physiology team. To liaise with staff and other departments, both internal and external to the organisation, to facilitate the smooth running of the department.

The successful applicant will receive Induction and training appropriate to the activities he or she will undertake, and during this induction period will be enrolled to the Intermediate (Level 2) Customer Service Practitioner Apprenticeship with the Training Provider.

The Apprentice will be expected to complete the elements of the apprenticeship within the 15 months’ timeframe. The apprenticeship includes:

- Level 2 Customer Service Practitioner apprenticeship standard - assessed through end point assessment
- Knowledge - Knowing your customers, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience, product and service knowledge
- Skills - Interpersonal skills, communication, influencing skills, personal organisation, dealing with customer conflict and challenge
- Behaviours - Developing self, being open to feedback, team working, equality - treating all customer as individuals, presentation - dress code, personal language, ’right first time’
- Functional Skill English and Maths if not previously attained Level 2 equivalent before.
- ICT Skill Sessions

Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.

Our Trust values each and every one of our apprentices and offers continued support and guidance. Many apprentices have successfully completed and remained with our Trust in a variety of areas.

To attend all mandatory components of the Apprenticeship Framework including:

- Corporate induction
- GHNHSFT mandatory training
- Department based vocational assessments
- Progress review meetings

To undertake training as required and agreed with the mentor, supervisor and external assessor and complete competencies relevant to the work area / department

To retrieve case notes for patients attending sleep clinic or for audit/research purposes

To input data onto the database during sleep clinics

To send out test results in a timely manner, to file results and reorganise filing system as necessary

To notify staff when stationary and clerical supplies are required

Photocopy clinical and non-clinical documents as required by the Physiologists

Occasional typing of letters as required by the Head of Department

Provide information for the Head of Department as and when required

To book and send out appointments to patients for all respiratory procedures carried out within the laboratory, adhering to the Trust and departmental policies

Ensure that all available appointment slots are filled, in accordance with Trust and departmental policies

To ensure patients are received courteously and promptly upon arrival for respiratory tests where applicable ensuring that all their details are checked and they are booked onto the PAS system

To ensure patients privacy is protected by maintaining confidentiality when dealing with patients, staff and the public

Answering telephone queries in line with the Trust customer care policies

Answer queries face to face with patients attending the department

Communicate to patients effectively concerning appointment times and cancellations

Communicate effectively with clinicians, nursing staff and medical staff concerning test reports, test cancellations, pending lists etc

Prepare clinic lists for each diagnostic sess

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