Reception & Administration Apprentice

Wage: £15,600 for your first year, then could increase depending on your age
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday 8am - 5.30pm
Start date: Monday 13 April 2026
Duration: 1 year 6 months
Positions available: 1

Summary

The apprentice will work in a team of reception & admin staff within the practice. They will assist patients & direct them to the appropriate service or healthcare professional in a courteous, efficient, & effective way. They will project a positive & friendly image to visitors, both in person & on the telephone.

Wage £15,600 for your first year, then could increase depending on your age National Minimum Wage rate for apprentices Check minimum wage rates (opens in new tab) Training course Customer service practitioner (level 2) Hours Monday - Friday 8am - 5.30pm 37 hours 30 minutes a week Start date Monday 13 April 2026 Duration 1 year 6 months Positions available 1

What you'll do at work

Main Duties And Responsibilities:

Administration:

To have a thorough knowledge of all practice procedures including SystmOne To work in accordance with written protocols and policies Filing post in medical records, sorting and franking post Photocopying Answering calls, booking appointments, and dealing with patient queries Read coding, summarising, QoF admin support, deductions

Repeat Prescription:

To have a thorough knowledge of the repeat prescription procedures Issue repeat prescriptions accurately, ensuring correct medications are issued Call patients back with Prescription queries

Reception:

Receiving patients, consulting with members of practice team Handling completed repeat prescriptions to patient and checking names and address Be able to cover all reception position as necessary Process patient changes of address, computer data and medical records in line with good governance process e.g. Identity checking Monitor waiting room and keep clean and tidy

Scanning:

Scan, code and file all letters on to patients notes Workflow all letters which need action to the relevant clinician

Computer:

Registrations of new patient's computer data entry and medical records Process repeat prescription requests in accordance with practice guidelines Set up new starters (Practice and community colleagues) Transcribing for GPs and other members of the MDT

Telephone:

Have working knowledge of digital telephone systems and provide an efficient message taking/passing on facility, screening callers appropriately

Other Tasks:

Maintaining the utmost professionalism at all times with patients, staff and visitors Opening and closing of Practice, ensuring building security and have thorough knowledge of doors/windows/alarm Provide cover on rota basis for extended hours services and colleague absences Any other tasks allocated by managers

The above list is not exhaustive and subject to change based on the needs of the business.

Where you'll work

SOUTH HETTON SURGERYFRONT STREETSOUTH HETTONCO DURHAMDH6 2TH

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

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/orDepending 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.

Training schedule

The successful candidate will complete Level 2 Customer Service Apprenticeship Standard.   This will be delivered in the workplace, with a tutor visiting once a month. The only times you would be required to attend college would be if you have any maths and English functional skills to complete.   Maths and English classes would be weekly until the exams are passed.  If you hold either GCSE grade 4 or above, or a level 2 in maths and English, you will not be required to do these again.

Essential qualifications

GCSE in:

English (grade 4 or C and above)Maths (grade 4 or C and above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

Communication skillsIT skillsAttention to detailOrganisation skillsCustomer care skillsAdministrative skillsInitiativeNon judgementalPatience

About this employer

Silverdale Family Practice is an NHS run Doctor's surgery.

https://www.silverdalefamilypractice.nhs.uk/ (opens in new tab)

After this apprenticeship

Upon completion of the apprenticeship there is the possibility of permanent employment and going on to complete further qualifications for the right person.