Tudor House Medical Practice
Wage: £15,392 for your first year, then could increase depending on your age
Training course: Customer service specialist (level 3)
Hours: Monday to Friday, 9am - 5pm.
Start date: Monday 18 May 2026
Duration: 1 year 3 months
Positions available: 1
The ideal candidate will work as part of the Reception and Admin Team within the GP Practice, delivering high-quality frontline support to patients while completing the Level 3 Customer Service Specialist Apprenticeship Standard.
Wage £15,392 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 specialist (level 3) Hours Monday to Friday, 9am - 5pm. 37 hours a week Start date Monday 18 May 2026 Duration 1 year 3 months Positions available 1
This role combines hands-on experience in patient services with structured learning and protected study time. The apprentice will develop advanced customer service skills, gain an in-depth understanding of NHS primary care operations, and progressively take on more responsibility under supervision.
The postholder will contribute to the smooth running of reception and administrative services while building the competencies required for a patient services role.
1. Patient Services & Frontline Support
Provide a professional, friendly, and compassionate service to patients in person, by telephone, and online. Book, amend, and cancel appointments using the clinical system SystmOne. Signpost patients to appropriate clinicians or services using care navigation principles. Handle routine and progressively more complex patient enquiries under supervision. Maintain confidentiality in line with GDPR and NHS standards.
2. Administrative Support
Support the processing of prescription queries, referrals, and clinical correspondence. Maintain accurate patient records. Assist with document management and workflow processes. Support data entry and administrative tasks as required. Contribute to maintaining organised and efficient reception systems.
3. Learning & Development (Apprenticeship Requirements)
Complete all components of the Level 3 Customer Service Specialist Apprenticeship Standard. Attend off-the-job training and protected study time (minimum 20% of working hours). Maintain an apprenticeship portfolio demonstrating knowledge, skills, and behaviours. Participate in regular progress reviews with the training provider and line manager. Apply learning directly to workplace practice.
4. Team Contribution
Work collaboratively with reception, clinical, and management teams. Demonstrate professionalism and willingness to learn. Seek feedback and actively develop skills. Support a positive and respectful working environment.
5. Compliance & Governance
Adhere to all Practice policies and procedures. Participate in mandatory training (for example, infection control, information governance, equality & diversity). Follow safeguarding policies for children and vulnerable adults. Support the practice in maintaining Care Quality Commission (CQC) standards.
This list of responsibilities is not exhaustive. The role holder may be required to undertake other duties reasonably requested by team leaders or managers.
Tudor House Medical Practice138 Edwards LaneSherwoodNottingham, NottinghamshireNG5 3HU
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Course contents Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or adviceBusiness focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approachesBusiness focused service delivery: Find solutions that meet your organisations needs as well as the customer requirementsProviding a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomesProviding 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 strategyProviding a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next stepsProviding a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfactionProviding a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needsProviding a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customerProviding 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 formatWorking 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 itWorking with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your serviceCustomer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcomeCustomer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next stepsService Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutionsService Improvement: Make recommendations based on your findings to enable improvementService Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
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.
Communication skillsIT skillsOrganisation skillsFriendly and empatheticProfessional manner
At Tudor House Medical Practice we provide professional, accessible, high quality, comprehensive healthcare services that inspires confidence in our patients and our community.
Fantastic opportunity for progression within the organisation with a view to a full position within the business on successful completion of the Apprenticeship.
Interested in this role?