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.
• Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• 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.

Training schedule

The apprentice will be working towards the Customer Service Practitioner Level 2 Apprenticeship Standard
Delivered in the workplace via online training with Colchester Institute

Requirements

Essential qualifications

GCSE in:

• maths and English (grade 9-2/A*-E)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Physical fitness

Other requirements

This role will involve spending long periods of time at a computer
A DBS check will be required and the cost of this will be covered by the practice

About this employer

Mayflower Medical Centre is a large GP practice based in Harwich, Essex. We are located inside the Fryatt Hospital. We are very fortunate to be a purpose-built modern surgery that allows for a comfortable working environment. Our team is made up of our partner GP’s, Nurses, HCA’s, phlebotomists, pharmacists, and many other clinical roles plus a large administration team including medical receptionists, medical secretaries, dispensers and prescription clerks and is led by our Practice Manager. We strive to offer a considerate and professional service to our 17,300 patients and our administration team play a huge part in this by sign posting our patients to the relevant clinical care. We are extremely proud that our surgery was rated as ‘good’ in our most recent CQC inspection that took place in March 2022. This is a reflection of the positive attitude and hard work of our team.

http://www.mayflowermedicalcentre.co.uk (opens in new tab)

Company benefits

• NHS pension scheme

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). The opportunity to apply for a permanent role and career progression within the NHS into other administration roles or a clinical route

Ask a question

The contact for this apprenticeship is:
COLCHESTER INSTITUTE
Colchester Institute - Apprenticeships Team
ci.apprenticeships@colchester.ac.uk
01206712043

The reference code for this apprenticeship is VAC2000051021.

Apply now

Closes in 2 days (Saturday 3 October 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.

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