Customer Service Specialist Apprenticeship

Summary

As the first point of contact for all our patients, you will be approachable, proactive and committed to delivering a
high standard of service that reflects the quality and care we strive to provide. You are caring, patient-focused, and committed to do your best.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Customer service specialist (level 3)

Hours

Monday to Friday, 9.00am to 5.00pm. May work evenings and weekends.

40 hours a week

Start date

Monday 20 July 2026

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Customer Service Excellence:

• Act as the first point of contact for patients and visitors, delivering a professional and welcoming experience.
• Maintain a clean, organised reception and waiting area, including refreshment facilities.
• Monitor clinic lists and communicate delays with empathy and clarity.
• Respond to incoming calls and messages (including via Salve App) with a focus on first-time resolution.
• Liaise with clinical and administrative teams to support patient needs.

Administrative Duties:

• Use digital platforms to book appointments, tests, and investigations; take payments and issue receipts.
• Register new NHS referrals and manage their administrative pathway.
• Prepare clinics for doctors, ensuring all documentation is complete.
• Handle inbound/outbound calls in line with KPIs.
• Issue accurate patient information, cost estimates, invoices, and consents at appropriate stages.
• Provide medical records in line with policy and assist with archiving and scanning documentation.

Systems and Record Keeping:

• Maintain accurate, timely patient records using Care’s digital systems.
• Update demographic details and communication logs.
• Use the CIS Patient Dashboard to manage patient progress and status.

Financial Transactions:

• Take payments, issue invoices, and chase outstanding accounts.
• Handle financial queries professionally and escalate when necessary.

Team Collaboration:

• Support colleagues with documentation, appointments, and patient communication.
• Work closely with Central Carepals and wider teams to ensure seamless service.
• Participate in team meetings, forums, and development projects.

Information and Advice:

• Provide inclusive, compassionate care that meets diverse patient needs.
• Stay informed on regulatory frameworks through induction, training, and competency assessments.

Governance and Safety:

• Follow standard operating procedures and maintain accurate records.
• Comply with HFEA Code of Conduct, Care SOPs, infection control, safeguarding, and health & safety policies.
• Use Datix to report incidents and near misses, promoting a culture of learning and integrity.
• Complete mandatory training and engage with learning pathways.

Confidentiality and Data Protection:

• Handle patient data responsibly, in line with GDPR 2016 and the Data Protection Act 2018.
• Maintain confidentiality in accordance with HFEA and Care’s SOPs.

Professional Developement:

• Stay up to date with clinical protocols and SOPs.
• Engage in personal development reviews and competency assessments.
• Take ownership of learning, skill development, and revalidation.

Where you'll work

27 Highfield Road
Edgbaston
Birmingham
B15 3DP

Training

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

Training provider

ACCESS FURTHER EDUCATION LIMITED

Training course

Customer service specialist (level 3)

What you'll learn

• Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Providing 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 strategy
• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing 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 format
• Working 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 it
• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

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.

Requirements

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

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Team working
• Patience