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Ward Clerk - Emergency Gynaecology Unit - APPRENTICESHIP
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Level 2 Customer Service Practitioner Apprenticeship
The Level 2 Customer Service Practitioner Apprenticeship will equip you to develop high-quality customer service skills, administration skills, work as part of a warm and friendly team committed to delivering high standards of patient care and support you to progress your career at MFT.
Wage: £25,272 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, shifts to be confirmed. 37 hours 30 minutes a week
Start date: Tuesday 1 September 2026
Duration: 1 year
Positions available: 1
What you'll do at work
- Welcoming patients and visitors and providing a professional, friendly reception service
- Booking patients in and updating information accurately on the HIVE system
- Answering telephone calls and directing enquiries to the appropriate team
- Booking follow-up appointments, scans, and other patient appointments
- Printing patient wristbands and clinical documents as required
- Supporting patients, colleagues, and external services with administrative enquiries
- Recording patient attendance, non-attendance (DNA) and safeguarding checks where required
- Arranging patient transport (taxis) when requested by clinical staff
- Helping to keep the reception area organized and running smoothly
- Working as part of the Emergency Gynaecology Unit team to provide excellent customer service
- Maintaining patient confidentiality and following Trust policies and procedures
- Communicating professionally and sensitively with patients, relatives, and colleagues, including in challenging situations
Where you'll work
Wythenshawe Hospital
Southmoor Road
Manchester
M23 9LT
Training provider
MANCHESTER UNIVERSITY NHS FOUNDATION TRUST
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
- 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.
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Training schedule
- Your first 4 days of induction at MFT will take place on our Oxford Road Campus (ORC) in the City Centre
- You will attend ORC once a month for a face-to-face training session with the delivery team for a further 8 months
More training information
Alongside the Customer Service Apprenticeship, you will also be trained in Medical Terminology and Business Communications to support you in your role
Requirements
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Team working
- Initiative
- Patience
Other requirements
- Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
- You must pass a Disclosure and Barring Service (DBS) check
About this employer
MFT is England’s largest NHS Trust with a turnover of £2.5bn and is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health and social care system for the 1 million patients who rely on our services every year. Bringing together 10 hospitals and community services from across Manchester, Trafford, and beyond, we champion collaborative working and transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate, so you’ll benefit from a scale of opportunity that is nothing short of extraordinary. We’ve also created a digitally enabled organisation to improve clinical quality, patient and staff experience, operational effectiveness, and driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we’ve launched in September 2022. We’re proud to be a major academic Research Centre and Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable. At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing, and shaping the future of our organisation together.
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Company benefits
- 27 days + bank holidays
- Employee Assistance
- Blue Light discounts
- Occupational health
- Enhanced pension
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
MFT has 10 hospitals and Local Community Organisations. There are ample opportunities to progress into a Band 3 role or higher upon completion of the apprenticeship programme. With an 'Apprenticeship First' approach, there are further opportunities to gain qualifications.
Ask a question
The contact for this apprenticeship is:
MANCHESTER UNIVERSITY NHS FOUNDATION TRUST
apprenticeship.recruitment@mft.nhs.uk
The reference code for this apprenticeship is VAC2000041255.
Closes in 12 days (Tuesday 21 July 2026)
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