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Customer Service Apprentice
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About the Role
Roundhay GP surgery is looking for a L2 Customer Service apprentice who can be the face of the surgery on reception and support patients both in-person and via email and telephone, so that patients feel cared for. This role is perfect for a friendly and well-organised individual.
Wage: £15,600 to £24,784.50, depending on your age National Minimum Wage
Training course: Customer service practitioner (level 2)
Hours: Often full-time (approx. 37.5 hours/week) or part-time, usually requiring flexibility for early morning or evening shifts. Exact working hours TBC at interview. 37 hours 30 minutes a week
Start date: Monday 24 August 2026
Duration: 1 year 3 months
Positions available: 1
What You'll Do
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
- Patient Reception: Greeting patients, answering telephones, and acting as the main point of contact.
- Care Navigation: Assessing patient needs to direct them to the correct healthcare professional (e.g., nurse, GP, pharmacist).
- Appointment Management: Booking, cancelling, and rearranging appointments, including home visits, using practice software.
- Administration: Processing prescriptions, handling patient records, scanning documents, and updating patient information.
- General Duties: Opening/closing the surgery, maintaining a clean reception area, and assisting with audit data.
Where You'll Work
171-173 ROUNDHAY ROAD
LEEDS
LS8 5AN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Training provider: LUMINATE EDUCATION GROUP
Training course: Customer service practitioner (level 2)
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.
- 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 based on-site at Roundhay Surgery in a full-time capacity. Twice a month you will attend Leeds City College (Print Works Campus) to study towards a L2 qualification in Customer Service. One session will be in-person, the following session will be delivered online.
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More Training Information
Salary and Working Conditions:
- Pay: Generally aligned with Agenda for Change Band 2 or 3, with variations based on experience and location.
- Hours: Often full-time (approx. 37.5 hours/week) or part-time, usually requiring flexibility for early morning or evening shifts.
- Benefits: NHS pension scheme, annual leave, and training opportunities.
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.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
- Initiative
- Non judgemental
- Patience
- Confidentiality
About This Employer
We are a long-established GP surgery, supporting patients with a variety of health related services, from check-ins, tests, repeat subscriptions and offering information, advice and guidance around a variety of health issues.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
A full-time permanent contract is highly likely upon completion of the L2 apprenticeship. There is also the potential to further progress onto the L3 Business Administration apprenticeship.
Contact
The contact for this apprenticeship is:
LUMINATE EDUCATION GROUP
The reference code for this apprenticeship is VAC2000043849.
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