About this role
Job summary
Lea Wharf Medical is seeking a motivated, enthusiastic and professional individual to join our Patient Services Team as a Customer Service Apprentice.
This is an excellent opportunity to begin a career within the NHS, gaining valuable practical experience in a busy general practice environment whilst working towards a recognised Customer Service qualification.
The successful candidate will play an important role in supporting the delivery of high-quality patient services, acting as a first point of contact for patients and assisting with a range of reception and administrative responsibilities.
We are looking for an individual with excellent communication skills, a positive attitude, a willingness to learn and a genuine commitment to providing outstanding customer service.
Full training and ongoing support will be provided, offering the opportunity to develop essential workplace skills, build confidence and establish a strong foundation for a future career within healthcare administration.
Main duties of the job
The Customer Service Apprentice will support the effective day-to-day operation of the practice, working alongside experienced colleagues to ensure patients receive a professional, efficient and welcoming service.
Key responsibilities will include
- Providing a professional and courteous first point of contact for patients and visitors, both in person and over the telephone.
- Responding to patient enquiries and directing individuals to the most appropriate services.
- Supporting appointment booking processes and assisting patients in accessing healthcare services.
- Undertaking general administrative duties, including data entry, document management and processing patient correspondence.
- Developing proficiency in the use of clinical and administrative systems.
- Working collaboratively with clinical and non-clinical colleagues to support the smooth running of the practice.
- Maintaining high standards of confidentiality, information governance and professionalism.
- Participating in structured training and development activities as part of the apprenticeship programme.
The role will provide exposure to a range of patient-facing and administrative responsibilities, enabling the successful candidate to develop practical customer service and organisational skills.
About us
Lea Wharf Medical is an established NHS GP practice located in Hertford, Hertfordshire, providing comprehensive primary care services to approximately 18,000 registered patients across two sites, Lea Wharf Medical and Calton Court.
We are committed to delivering safe, effective and high-quality patient-centred care, supported by a multidisciplinary team of GPs, nurses, pharmacists, allied healthcare professionals and administrative staff.
Our organisation promotes a culture of professionalism, collaboration, continuous improvement and mutual respect. We recognise that every member of our team plays an important role in delivering a positive patient experience and maintaining the efficient operation of the practice.
We are committed to supporting staff development through training, supervision and opportunities to gain new skills and experience.
Joining Lea Wharf Medical provides an opportunity to become part of a dedicated and supportive team, contribute to the delivery of essential NHS services and develop the knowledge and skills required for a rewarding career within the healthcare sector.
Job description
Job responsibilities
Organisation: Lea Wharf MedicalLocation: 17 Bircherley Green, Hertford, SG14 1BNWorking Hours: Monday to Friday, 9:00am 5:00pmContract Type: Apprenticeship
Job Overview
This is an excellent opportunity to gain practical experience within a busy NHS GP practice whilst working towards a recognised Customer Service qualification.
The successful candidate will support the day-to-day running of the practice, providing a professional and welcoming service to patients whilst developing essential customer service, communication and administrative skills.
Main Duties and Responsibilities
- Welcome patients and visitors, providing a friendly and professional first point of contact.
- Answer telephone calls and respond to patient enquiries efficiently and courteously.
- Assist patients with appointment bookings and direct them to appropriate healthcare services.
- Undertake general administrative duties, including data entry, scanning, filing and processing correspondence.
- Learn to use NHS clinical and administrative systems, including SystmOne.
- Support patients with accessing online and digital healthcare services.
- Maintain patient confidentiality and comply with practice policies and procedures.
- Work collaboratively with colleagues to ensure the smooth running of the practice.
- Attend relevant training sessions and participate in ongoing professional development.
Apprenticeship Training and College Attendance
This position is an apprenticeship and involves both workplace-based learning and mandatory college attendance.
The successful candidate will be required to enrol with an approved apprenticeship training provider and attend scheduled college or training sessions as part of their qualification.
They will also be expected to complete coursework, assignments, assessments and regular progress reviews throughout the apprenticeship.
College attendance and required apprenticeship training will take place as part of the agreed paid working hours.
Full workplace training, supervision and support will be provided throughout the programme.
Working Hours
The expected working pattern is Monday to Friday, 9:00am to 5:00pm, including scheduled apprenticeship training and college attendance.
The role will primarily be based at Lea Wharf Medical in Hertford, with occasional working at our Calton Court branch if required.
About You
We are looking for someone who
- Has excellent communication and interpersonal skills.
- Is friendly, approachable and professional.
- Demonstrates a positive attitude and willingness to learn.
- Has good organisational skills and attention to detail.
- Is confident using computers or willing to develop their IT skills.
- Works well as part of a team.
- Is reliable, punctual and committed to providing excellent customer service.
- Is enthusiastic about completing an apprenticeship qualification and developing a career within healthcare.
Previous NHS or healthcare experience is not required, as full training will be provided.
This is an ideal opportunity for someone looking to begin their career within the NHS while gaining valuable workplace experience and a recognised qualification.
Person Specification
Qualifications
Essential
- GCSE grade 4 to 9 in English and Maths
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Lea Wharf Medical
Address
17 Bircherley Green
Hertford
SG14 1BN
United Kingdom
Employer's website
https://www.leawharfmedical.nhs.uk/ (Opens in a new tab)