Customer Service/Business Admin Apprentice - Ophthalmology Department

Cambridge University Hospitals NHS Foundation Trust; Cambridge; On-site; GBP 15,000 - 19,000; Full time

Job summary

A leading healthcare provider in Cambridge is offering a Customer Service/Business Admin Apprenticeship in the Ophthalmology Department. The role involves providing excellent patient support, handling enquiries, and assisting with administrative tasks, all while studying for a Level 2 Customer Service Practitioner qualification over 18 months. Ideal candidates will possess good communication skills, attention to detail, and be eager to learn.

Responsibilities

• Provide and receive messages communicating effectively and professionally.
• Organise and meet daily deadlines in a busy environment.
• Maintain a safe and professional working environment.
• Assist visitors and handle incoming enquiries.
• Book and manage appointments and documentation.

Skills

Communication skills

Attention to detail

Organisation skills

Customer care skills

Team working

Initiative

Non‑judgemental

Patience

Enthusiasm

Positive work ethic

Keen to learn

Motivated

Flexible

Understand confidentiality

Punctual

Education

GCSE in English (grade 3 / D or equivalent)

GCSE in Maths (grade 3 / D or above or equivalent)

Job description

Overview

We are delighted to offer a Customer Service/Business Admin Apprenticeship in our Ophthalmology Department. Our service provides specialised treatment for people in Cambridge and the surrounding areas who have eye conditions, using medical and surgical skills to diagnose, treat and prevent disorders of the eyes and visual system.

Responsibilities

• Provide and receive messages communicating effectively and professionally welcoming and treating everyone (patients, relatives, colleagues and Trust Staff) in a friendly and courteous manner presenting a good image of yourself through your attitude, behaviour and appearance
• Plan and organise straightforward and a limited range of tasks to meet daily deadlines ensuring work produced is of the quality and quantity required to meet expected Trust and department standards (e.g. prepping theatre lists, printing waistbands and labels, cancelling and booking clinic appointments)
• Assist in ensuring the working environment is safe and of a professional appearance reporting any problems, repairs/collection of waste as instructed and maintain efficient and effective use of resources
• Work effectively and efficiently sharing ideas for improvements to improve service delivery
• Use own initiative to problem solve and deal with any reception issues, respecting patient confidentiality and treating all service users with respect and dignity

Tasks

• To assist with greeting visitors face‑to‑face
• Receive and respond to telephone enquiries and messages
• Liaise with colleagues, pass on difficult enquiries/seek general assistance
• Book/cancel appointments, transport, recording notes where applicable
• Photocopy/scan as instructed
• Assist in monitoring stock levels and place orders as required
• Collect and distribute mail
• File and retrieve letters and all other paperwork as directed
• Follow a general schedule of work to meet daily deadlines
• Carry out other administrative duties as required, 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
• Use appropriate verbal and non‑verbal communication skills, summarise language during face‑to‑face communications
• Use appropriate communication skills, reinforcement techniques during non‑facing customer interactions
• 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

Training Schedule

You will study a Customer Service Practitioner Level 2 qualification over 18 months. You will receive a minimum of 6 hours per week during your work time completing 'Off the Job' (OTJ) training. This time will be allocated to you to complete either in work, or you may study from home (at manager's discretion). Additional training will be given in the workplace.

Qualifications

• GCSE in English (grade 3 / D or equivalent)
• GCSE in Maths (grade 3 / D or above or equivalent)
• Communication skills
• Attention to detail
• Organisation skills
• Customer care skills
• Team working
• Initiative
• Non‑judgemental
• Patience
• Enthusiasm
• Positive work ethic
• Keen to learn
• Motivated
• FlexibleUnderstand confidentiality
• Punctual

Salary

£15,739 a year. After 12 months in post, the salary will increase to the National Minimum Wage (depending on your age). The apprenticeship lasts 1 year 6 months with normal office hours (8am to 5pm, Monday to Friday).