Summary
Would you like to be paid while you develop your administration skills & gain a qualification whilst working in an NHS setting? Sheffield Teaching Hospitals NHS Foundation Trust are delighted to offer a variety of opportunities on our Award-Winning Apprenticeship. Come & join us and be supported to earn as you learn.
Wage
£15,600 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
After 12 months salary increases to the National Minimum Wage for anyone age 19+
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, full time office hours, e.g. 8.00am to 4.00pm / 8.30am - 4.30pm / 9.00am - 5.00pm.
37 hours 30 minutes a week
Start date
Tuesday 1 September 2026
Duration
1 year 3 months
Positions available
12
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
You will be providing administration support within a department here at Sheffield Teaching Hospitals which will be allocated within the recruitment process.
Duties within this role include:
* Booking appointments.
* Maintaining medical records.
* Communicating with internal and external colleagues and patients via email, telephone and face to face.
* General administration duties e.g. filing, document control, documents scanning/copying, post opening etc.
* Update patient information.
* Reception duties.
* Resolve routine queries and enquiries from employees and managers.
* Undertake data input on a range of IT systems.
* Electronic diary management and arranging venues.
* Assist colleagues in preparations for meetings and training.
* Help maintain effective and efficient office systems.
* Maintain confidentiality in all aspects of work.
Where you'll work
You can select which locations you want to apply for in your application on Find an apprenticeship.
This apprenticeship is available in these locations:
* Royal Hallamshire Hospital, Glossop Road, Sheffield S10 2JF, S10 2JF
* Charles Clifford Dental Hospital, Wellesley Road, Sheffield, S10 2SZ
* Northern General Hospital, Herries Road, Sheffield, S5 7AU
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SHEFFIELD COLLEGE, THE
Training course
Customer service practitioner (level 2)
What you'll learn
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.
Training schedule
* Most of your training will be done on-the-job through a mix of practical tasks, experiences and assignments.
* You’ll also spend time (on average one day per month) studying for a Level 2 qualification: Customer Service Practitioner.
* There will be a mix of online and in-person sessions (on site at STH or on Sheffield College premises).
* You’ll have assignments and portfolios to complete throughout course to evidence your progress & learning.
* You’ll also attend interventions & enhancement sessions bespoke to STH which provide exciting opportunities for you to meet various colleagues & gain a broader understanding across a variety of our services.
More training information
* Topics covered include Knowing your Customers, Understanding the Organisation, Regulations & Legislation, Systems & Resources, Customer Experience and Product/Service Knowledge.
* You’ll also gain a wide range of skills, e.g. interpersonal, communication & influencing skills and the ability to work independently, be organised & resolve conflict.
Requirements
Essential qualifications
GCSE in:
* English (grade 3/D/Level 1 (FS))
* Maths (grade 3/D/Level 1 (FS))
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
* Analytical skills
* Logical
* Team working
* Initiative
* Patience
* Positive
* Friendly
* Caring
* Adaptable
* Enthusiastic
* Self-motivated
Other requirements
Applicants must have a right to work in the UK, or for EU citizens hold pre-settled or settled status and have been a UK or EU resident for the last three years. Applicants must also not already have a qualification at a higher level within the same subject matter.