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Customer Service Specialist Apprentice
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Caxton Surgery Customer Service Specialist Apprentice
Caxton Surgery is currently recruiting a Customer Service Specialist Apprentice. The surgery is keen to invest in future employees from an early stage. The role will enable the applicant to become a well-trained member of the team. The successful applicant will gain valuable experience working within an NHS setting.
Wage
- £13,312 for your first year, then could increase depending on your age
- National Minimum Wage rate for apprentices
- Minimum wage rates (opens in new tab)
- Pay will be reviewed at 3 months and 6 months into the apprenticeship.
Training Course
- Customer service specialist (level 3)
Hours
- 32 hours a week shift pattern. Exact working days and hours TBC.
- 32 hours a week
Start Date
- Monday 24 August 2026
Duration
- 1 year
Positions Available
- 1
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
The following are core responsibilities:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the surgery
- Maintain and monitor the practice appointment system
- Process personal, telephone, and e-requests for appointments
- Contact patients to book follow-up care/appointments (including appointments for family planning and minor surgery) and pass on messages from other members of the practice
- Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately
- Signpost patients to the correct service
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Clinically code data on EMIS
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into patients’ healthcare records as necessary
- Manage all queries as necessary in an efficient manner
- Maintain a clean, tidy, effective working area at all times
- Support all clinical staff with general tasks as requested
- Complete opening and closing procedures
Where you'll work
OSWALD ROAD
OSWESTRY
SHROPSHIRE
SY11 1RD
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
- SBC TRAINING LIMITED
Training Course
- Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents:
- Business focused service delivery: Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisation's needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost-conscious mindset when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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Training Schedule
- Customer Service Specialist Level 3.
- Apprentices will gain experience in managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.
- Skills, Knowledge and Behaviours – Learners and employers will have a range of options to select from that cover each knowledge module of the apprenticeship standard.
- Functional Skills - These provide practical skills to help gain the most out of work, education and everyday life. Learners will complete written and online tests if required.
- End point assessment - The End Point Assessment is the final stage of the apprenticeship. It comprises of observations as well as a professional dialogue and interview.
- Further training details tbc.
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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.
Skills
- Communication skills
- IT skills
- Organisation skills
- Team working
- Patience
- Confidentiality
- Customer service experience
Other Requirements
- Importance of confidentiality. The role will involve dealing with patient records, so ultimate care and consideration to patient privacy needs to be considered in line with GDPR guidelines.
- Good with people, the ability to remain calm. You will be dealing with patients, both face to face and over the phone, so the ability to remain composed and calm is of paramount importance.
- The need to be proficient, composed and polite is a vital component to the role, having the ability to ensure that all patient enquiries are dealt with in a professional manner is the ultimate goal.
- Ideally past experience of customer-facing jobs. Due to the nature of the role, and the skills required, some past experience of a customer-facing position would be preferred.
The Caxton Surgery is one of the leading GP practices in Oswestry and it is located at Oswald Road, Oswestry, Shropshire, SY11 1RD.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
It is hoped that the successful applicant will continue to work on a full-time basis with Caxton Surgery following completion of the apprenticeship (this will be dependent upon performance throughout the duration of the apprenticeship programme). If it transpires that continued employment with Caxton Surgery is not the preferred option, the training, experience and qualifications gained throughout the apprenticeship will stand the apprentice in very good stead to gain future employment.
The contact for this apprenticeship is:
- SBC TRAINING LIMITED
- Dave Collins
- dave.collins@sbc-training.co.uk
- 07809657796
The reference code for this apprenticeship is VAC2000043050.
Closes in 28 days (Monday 17 August 2026 at 11:59pm)
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