The Level 2 Customer Service Practitioner Apprenticeship

The Level 2 Customer Service Practitioner apprenticeship will equip you to develop high-quality customer service skills, administration skills, work as part of a warm and friendly team committed to delivering high standards of patient care and support you to progress your career at MFT.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

A range of roles are available and full job descriptions will be provided at shortlisting for roles including receptionist, ward clerks, administrators etc. Duties may include:

• Welcoming and assisting patients at reception, providing a friendly and professional first point of contact for all visitors.
• Managing appointment bookings and clinic schedules, ensuring efficient use of clinical time and smooth patient flow throughout the service.
• Handling telephone and face-to-face enquiries from patients, carers, and healthcare professionals, offering clear information and resolving queries promptly and courteously.
• Maintaining accurate patient records and administrative documentation, ensuring data is entered and stored in line with NHS policies and confidentiality requirements.
• Providing administrative support to clinical and administrative colleagues, helping to coordinate daily operations and contribute to the effective running of the service.
• Assisting with general office duties, such as filing, scanning, and processing correspondence, to ensure the team functions efficiently.

Where you'll work

Trafford General Hospital
Moorside Road, Urmston
Manchester
M41 5SL

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

MANCHESTER UNIVERSITY NHS FOUNDATION TRUST

Training course

Customer service practitioner (level 2)

What you'll learn

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.
  • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • 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.