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Customer Service Practitioner Apprentice
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Customer Service Apprenticeship
Customer Service apprenticeship within a UK community pharmacy supporting the day-to-day running of the pharmacy by delivering excellent customer service, assisting patients with enquiries, managing stock and administrative duties, and developing key skills in communication, teamwork, professionalism and working within a healthcare environment.
What you'll do at work
- Greet patients and customers politely at the counter and on the phone
- Receive and process prescriptions (NHS and private)
- Label, assemble, and check medicines under the pharmacist’s supervision
- Manage stock: ordering, unpacking deliveries, and checking expiry dates
- Maintain accurate patient and prescription Records
- Handle cash, card payments, and NHS exemption checks
- Deliver excellent customer service to patients and visitors within the pharmacy
- Support customers with general enquiries both in person and over the phone
- Assist with stock control, replenishment, and checking deliveries
- Maintain a clean, organised, and professional working environment
- Support the team with administrative and day-to-day pharmacy duties
- Develop communication and teamwork skills while working in a healthcare setting
- Follow company procedures, health and safety, and confidentiality guidelines
- Build confidence in dealing with customers and handling sensitive information professionally
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Where you'll work
110 Alexandra Road
Ashington
Northumberland
NE63 9LU
Training provider
CITY OF SUNDERLAND COLLEGE
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels
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.
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Training schedule
Level 2 Customer Service Practitioner Standard Training is conducted within the store and a trainer will be allocated for on/off training.
Essential qualifications
- GCSE or equivalent in:
- English (grade 4-9)
- Maths (grade 4-9)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Potential to go onto further training following completion. Possibility of full time employment upon completion.
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