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Join HPFT as a Customer Service Administration Apprentice and gain valuable hands-on experience in a busy NHS environment. You'll support our Learning & Development Centre, assist with room bookings, prepare training facilities, and develop skills that will help launch your career.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As a Customer Service Administration Apprentice, you will receive full training while supporting the day-to-day running of the Trust's Learning and Development Centre and Head Office. Working alongside experienced colleagues, you will develop valuable customer service, administration and organisational skills.
Your duties will include:
- Providing a professional and welcoming reception service for staff, visitors, service users and members of the public
- Responding to customer enquiries in person, by telephone and via email
- Supporting the management of training and meeting room bookings using Microsoft Outlook and other systems
- Setting up training and meeting rooms to a high standard, including moving furniture and equipment where required
- Assisting with the smooth running of the Learning and Development Centre and public areas of the building
- Supporting the Trust Helpline and directing enquiries appropriately
- Providing general administrative support using Microsoft Office applications, including Word, Excel, Outlook and PowerPoint
- Ordering stationery and maintaining supplies as required
- Assisting with incoming and outgoing post, including Royal Mail and the Trust's internal courier service
- Maintaining accurate records and handling information confidentially and professionally
- Working collaboratively with colleagues across the Trust to provide excellent customer service
- Learning how NHS support services operate and contributing to the efficient running of Trust Head Office
Through this apprenticeship, you will develop the skills, knowledge and confidence needed to provide excellent customer service within a busy NHS environment while gaining a nationally recognised qualification. And here's the cherry on top - the opportunity to network across various corporate services, opening doors to endless possibilities and connections that could shape your future career path.
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Where you'll work
Trust Head Office
The Colonnades, Beaconsfield Close
Hatfield
Herts
AL10 8YE
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
IXION HOLDINGS (CONTRACTS) LIMITED
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
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; 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.
Training schedule
Level 2 Customer Service Practitioner, including functional skills in English and maths if required. This will be a blended delivery, a mixture of Microsoft Teams and face to face. All training will take place on site and within your working hours. Ixion Holdings will complete functional skills where necessary and will ensure Health & Safety, British Values and Equality & Diversity is embedded throughout the course.
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Desirable qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
How you will travel to the office location
HPFT is one of only five mental health and learning disability trusts that have received an ‘Outstanding’ rating from the Care Quality Commission (CQC). HPFT has a very strong set of values which are the basis of how our staff behave to each other and to the people using our services. We are an NHS Foundation Trust, which means that:
- We are accountable to local people who can become members and governors
- We meet national standards, but we decide how best to do this
- We have more financial freedom so we can plan for the longer term
We’re also a University Trust, which means we have close links to the University of Hertfordshire, providing excellent learning and development opportunities for staff, as well as strengthening clinical research.
http://www.hpft.nhs.uk (opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
This role leads naturally into other fields across the organisation.
Contact for this apprenticeship
IXION HOLDINGS (CONTRACTS) LIMITED
Steven Vasiliou
Steven.Vasiliou@ixionholdings.com
The reference code for this apprenticeship is VAC2000051626.
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