Overview
As a key member of the clinic team you will be responsible for providing an efficient reception function that includes some specific administration duties.
The role is busy and varied. You will have excellent communication and interpersonal skills and to be able to handle difficult situations professionally and calmly. You will need to be able to juggle multiple tasks at once and prioritise these appropriately during the day.
The clinic team comprises independent clinical consultants, doctors, as well as other medical and healthcare professionals, including business-related teams. The team are friendly and supportive, and the role will provide you with a good understanding of the services the clinic provides to private patients.
Key Responsibilities:
- Answer customer queries via phone, email, or in person
- Update customer records and ensure accurate information
- Handle complaints and resolve issues effectively
- Learn about products/services to assist customers
- Book patients in when they have arrived for their appointment
About the Employer
Providing private medical, GP, aesthetics, ultrasound / imaging, menopause, counselling and other health services to North Leeds via partner and independent practitioners.
Things to Consider
Please apply for the role as soon as possible, we are interviewing suitable candidates as and when we receive applications. Therefore, the role may close before the advertised closing date.
Please review the current Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates
On shift/ possible weekends. Varied Days working (average 4-5)
Located close to bus routes
28 days annual leave including bank holidays – two weeks to be used at Christmas when we are closed.
Employer pays for an enhanced DBS check and employees are responsible for subscribing to the DBS update service.
Casual uniform.
Meals, fruit, tea, coffee & juice provided.
Training to be Delivered
Your training plan
During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme:
Level 2 Customer Service Practitioner Apprenticeship Standard:
This programme will allow the apprentice to develop their skills, knowledge and behaviours through the practical period at college as well as in the workplace, doing on-the-job training. The broad purpose of the occupation is to provide a high-quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, fixing problems, aftercare, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.
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
- Depending 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.
More training information
This is a 15-month apprenticeship (12 months for the practical period which includes the day release at college and 3 months for the end-point assessment).
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