WHITE ROSE MEDICAL PRACTICE

Apprenticeship Level 2

Apply by: 17/08/2026

Apply now on the GOV.UK apprenticeship site

About The Role

We are looking for an apprentice to join our existing team. This is a multi-skilled role for the successful candidate who will undertake a wide range of administration duties as well as face to face and telephone interactions with patients and visitors, in our busy administration office and when required in the reception area.

• Understand and follow internal policies and procedures, including any complaints processes and digital media policies
• Understand the needs and expectations of the business’s customers and strive to meet these through excellent customer service delivery
• Understand and uphold appropriate legislation and regulatory requirements
• Use systems, equipment and technology to meet the needs of the customers
• Monitor customer service levels
• Establish facts that enable the creation of a customer-focused experience and appropriate response
• Build trust with a customer
• Understand the products or services that are available from the organisation and keep up-to-date
• Use appropriate communication methods, depending on the task and environment
• 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 business’s brand
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and the business
• Demonstrate patience and calmness
• Understand the customer’s point of view
• Use appropriate signposting or resolution to meet customer needs and manage expectations
• Maintain informative communication during service recovery
• Take ownership of keeping service knowledge and skills up-to-date
• Consider personal goals and propose development opportunities
• Act on and seek feedback to develop or maintain personal service skills and knowledge
• Frequently and consistently communicate and work with colleagues in the interest of helping customers efficiently
• Treat customers as individuals to provide a personalised customer service experience
• Demonstrate personal pride in the job through appropriate dress and positive and confident language
• Take ownership from the first contact and then take responsibility for fulfilling the promise to the customer