Apprentice Customer Service Practitioner - Cheltenham, United Kingdom - Gloucestershire Hospitals NHS Foundation Trust
1 week ago
Description
This Customer Service Practitioner apprenticeship at Gloucestershire Hospitals NHS Foundation Trust is an exciting opportunity to learn new skills and become part of the Lung Function, Sleep and GI Physiology team.
This apprenticeship is suitable for anyone with a desire to learn and develop customer service skills with a view to beginning a career in customer service / administration and gain a Customer Service Practitioner Level 2 Intermediate apprenticeship.
Throughout the apprenticeship journey you will:
- be supported in the workplace by a mentor
- be in regular contact with the Training Provider and the Apprenticeships and Careers Team
- have access to a virtual learning platform
- attend workshops (face to face / virtual) where you will have the opportunity to discuss and share
The Customer Service Apprentice will provide typing, booking and administration support within in the Lung Function, Sleep and GI Physiology team.
To liaise with staff and other departments, both internal and external to the organisation, to facilitate the smooth running of the department.
The successful applicant will receive Induction and training appropriate to the activities he or she will undertake, and during this induction period will be enrolled to the Intermediate (Level 2) Customer Service Practitioner Apprenticeship with the Training Provider.
The apprenticeship includes:
- Level 2 Customer Service Practitioner apprenticeship standard assessed through end point assessment
- Knowledge
- Knowing your customers, understanding the organisation, meeting regulations and legislation, systems and resources, your role and responsibility, customer experience, product and service knowledge
- Skills
- Interpersonal skills, communication, influencing skills, personal organisation, dealing with customer conflict and challenge
- Behaviours
- Developing self, being open to feedback, team working, equality treating all customer as individuals, presentation dress code, personal language, 'right first time'
- Functional Skill English and Maths if not previously attained Level 2 equivalent before.
- ICT Skill Sessions
Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK.
We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.
Our Trust values each and every one of our apprentices and offers continued support and guidance. Many apprentices have successfully completed and remained with our Trust in a variety of areas.To attend all mandatory components of the Apprenticeship Framework including:
- Corporate induction
- GHNHSFT mandatory training
- Department based vocational assessments
- Progress review meetings
To retrieve case notes for patients attending sleep clinic or for audit/research purposes
To input data onto the database during sleep clinics
To send out test results in a timely manner, to file results and reorganise filing system as necessary
To notify staff when stationary and clerical supplies are required
Photocopy clinical and non-clinical documents as required by the Physiologists
Occasional typing of letters as required by the Head of Department
Provide information for the Head of Department as and when required
To book and send out appointments to patients for all respiratory procedures carried out within the laboratory, adhering to the Trust and departmental policies
Ensure that all available appointment slots are filled, in accordance with Trust and departmental policies
To ensure patients are received courteously and promptly upon arrival for respiratory tests where applicable ensuring that all their details are checked and they are booked onto the PAS system
To ensure patients privacy is protected by maintaining confidentiality when dealing with patients, staff and the public
Answering telephone queries in line with the Trust customer care policies
Answer queries face to face with patients attending the department
Communicate to patients effectively concerning appointment times and cancellations
Communicate effectively with clinicians, nursing staff and medical staff concerning test reports, test cancellations, pending lists etc
Prepare clinic lists for each diagnostic sess
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