Tudor House Medical Practice
Customer Service Specialist Level 3
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.
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 prescriptions 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.
138 Edwards Lane
Sherwood
Nottingham
NG5 3HU