Receptionist/Administrator Apprentice

Summary

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

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 07.30 - 18.30.

37 hours a week

Start date

Monday 18 May 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

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.

Where you'll work

Tudor House Medical Practice
138 Edwards Lane
Sherwood
Nottingham, Nottinghamshire
NG5 3HU

Training

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

Training provider

MILLBROOK MANAGEMENT SERVICES 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

Essential qualifications

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.

Skills

• Communication skills
• IT skills
• Organisation skills
• Friendly and empathetic

Other requirements

Disclosure Barring Service (DBS) check – one will be completed for you if you do not have one.

Flexibility to work outside of core office hours.