Summary
Riverdale Healthcare are looking for a new Apprentice Receptionist at Vitality Dental Care - Stokesley. You will be studying toward your Customer Service Practitioner Level 2 Apprenticeship.
Wage
£17,264 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday, 08:15 - 17:30 and Friday, 08:15 - 16:45
42 hours a week
Start date
Monday 12 January 2026
Duration
1 year
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
As a dental Receptionist, you have the first contact with the patient, and the professional appearance, behavior, standard of customer care of the receptionist will determine the impression the patient gains about the practice as a whole and will set the tone for the whole visit.
The receptionist can influence the mood of the waiting room, the stress level in the surgeries and the general feeling of wellbeing in the whole practice.
Customer Service:
* Ensure the patient journey is adhered to at all times, paying attention to the outside of the building as well as the inside
* Welcoming patients whether it be in person or over the telephone, establishing the reason for their visit/call and ensure they are treated in a friendly, courteous and professional manner always communicating about waiting times
* Acknowledge and welcome all visitors and contractors arriving at the practice and ensure the visitors book is signed
* Booking and amending appointments, answering the phone, updating patient records
* To answer the telephone promptly and in the prescribed manner.
* Ensure that the answer machine messages are switched on and off at the relevant times of the day
* Check the telephone for messages that may have been left and return the calls as required
* Ensure the reception emails are checked frequently and all emails responded to
* Accurately update and protect patient information including on the patient electronic database
* Book next appointments before the patient leaves the practice
* Ensure you contact the patients regarding their upcoming appointment, including courtesy calls
* Ensure that the appointment system is efficient and accurate
* Ensure the appointments books are kept full as possible
* Ensure that all treatment plans, medical histories, and PR forms are signed at the relevant appointments
* Accessing sensitive information whilst always maintaining patient confidentiality
* Ensuring patients are aware of the dental services and products we offer
* Build and nurture great working relationships with the Clinical team and Practice team
* Be actively involved in the smooth running of the practice by working well with the practice team
* Work at other practice locations from time to time as required.
* Role model the Riverdale Values 'Be The Best We Can Be, Do The Right Thing & Support Each Other'
Administration:
* Keep the reception area and waiting room clean and tidy
* Record lab work back when returned to the practice from the lab
* Send out ‘Failed to attend’ letters the same day to the relevant patients
* Record and send out patient recalls
* Manage open courses as directed by the Practice Manager
* Organise stock supplies and control for reception
* Remove safely any hazards from the waiting area (e.g., stock deliveries)
* Ensure all relevant forms for NHS and private are completed
* Ensure that any patient records are completed correctly before filing and store them in an efficient, tidy and secure manner
* Print the day sheets from computer system for the next day and get the record cards out if required (update before the end of day)
* Ensure that the toilets are checked daily and are clean and tidy also they are stocked sufficiently for the day
* To log out of SFD and SOE when leaving the reception desk
* Attend and participate in practice meetings
Where you'll work
Vitality Dental Care, 21 High Street
Middlesbrough
TS9 5AD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
PARAGON EDUCATION & SKILLS LIMITED
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
* Founded in 1974, we've been delivering market-leading learning and talent solutions for over forty years. We’re privileged to help individuals unlock their potential and realise the value of their skills and talents. We help build meaningful careers that give individuals security, satisfaction, and purpose – and in turn help organisations and wider industry meet the challenges of a changeable operating environment
* On completion of this 12 month apprenticeship you will have gained your Customer Service Practitioner Level 2 Apprenticeship
Requirements
Desirable qualifications
Other in:
N/A (grade N/A)
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
Other requirements
The closing date guidance, if a successful candidate is found before the advertised dates, the advert will close early.