DBTH Apprenticeship: Customer Services Apprentice – PALS

Opportunities and our offer to you when joining #TeamDBTH.

  • Salary: £8,408 – £14,938 Pro Rata Per Annum
  • Contract: 15 month
  • Hours: Full time – 37.5 hours per week
  • Site: Doncaster Royal Infirmary
  • Closing date: 21 October
  • Apply here

The role of the customer services apprentice is to deliver high quality care and communication to patient, public and staff at the organisation.  The role will be delivered by making use of digital and face to face means.

It will include offering advice and guidance, signposting to services, meet and greet, finding solutions to problems and gathering insight through measuring customer satisfaction.

You will work with the Patient Advice and Liaison Service (PALS) to influence the customer experience within the organisation. You will demonstrate excellent customer service skills and behaviours in line with the organisation’s PALS service standards. Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.

Main duties of the job

The Apprentice will:

  • Attend college/study sessions as required
  • Work with an assessor/mentor to develop a work based portfolio
  • Undertake work based assessments
  • Complete assignments/projects relating to their apprenticeship framework
  • Present evidence portfolios for assessment within specific time frameworks
  • Develop and expand knowledge and skills as required in line with trust / service/ professional development
  • Participate in Performance Development Appraisal

This role will work as part of the team to deliver accurate, timely and customer focused services to employees of the Trust and other clients. Additionally the roles will provide administrative support to the various functions.

Working for our organisation

All staff and volunteers, including apprentices working within the trust have a duty to be aware of their own and the organisation’s roles and responsibilities for safeguarding and protecting children and young people, and vulnerable adults. You must be competent to recognise abuse, respond appropriately and contribute to the processes for safeguarding, accessing training and supervision as appropriate to your role.

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust is one of Yorkshires leading acute trusts, serving a population of more than 420,000 across South Yorkshire, North Nottinghamshire and the surrounding areas.
Hosting three main hospital sites and a number of additional services, the Trust is one of only five Teaching Hospitals in Yorkshire and by 2018 is projecting to train 25% of all medical students in the region, while we currently train 30% of all other healthcare professional students.

Detailed job description and main responsibilities

  • Demonstrate the Trust’s agreed behaviours and values within the team.
  • Establish and maintain effective relationships with colleagues and other departments.
  • Ensure that processes are carried out in accordance with documented procedures, protocols and schedules and deadlines.
  • Provide general clerical and administrative support across a range of duties.
  • Safe use of office equipment e.g. photocopier, scanner, fax machine.
  • Resolve routine queries and enquiries from employees and managers.
  • Use a range of IT packages and systems to undertake data input and management.
  • Assist colleagues in preparations for meetings and training including electronic diary management and arranging venues.
  • Answer telephone enquiries, recording accurate messages accordingly.
  • Update, maintain and review customer data.
  • Handle confidential information in compliance with Trust policies and procedures
  • Help maintain effective and efficient office systems.
  • Maintain confidentiality in all aspects of work
  • Build and maintain positive relationships with a range of internal and external people
  • Assist with the preparation of set up training facilities, setting out rooms, equipment and materials as required.
  • To provide appropriate reception duties for the department.
  • Deal with a variety of customers face to face and/or via non-facing methods, identifying wants, needs and expectations
  • Throughout the training period the post holder will be expected to complete all educational and training as required.
  • With support and guidance, resolve customer conflict and challenge from start to finish, maintaining accurate records.
  • Undertake any other reasonable general/clerical duties commensurate with this role.

Person specification


Essential criteria
  • GCSE in English and Maths A*-D or 9-4


Essential criteria
  • Excellent keyboard skills
  • Experience using computer software packages
  • Have had some work experience; paid, unpaid, voluntary, school work experience placement
  • Understanding of GDPR and Confidentiality issues.
Desirable criteria
  • Ability to use Microsoft Office

Interpersonal Skills

Essential criteria
  • Ability to follow both verbal and written instructions
  • Team working – demonstrate clear commitment to the team
  • Demonstrate positive attitudes and behaviours, dealing with people, problems and situations with honesty and integrity, respecting diversity
  • Commitment to undertake and complete learning activities, which form part of the role and apprenticeship qualifications
Desirable criteria
  • Conveys written information clearly and accurately to a wide range of recipients

Organisational Skills

Essential criteria
  • Self-motivated with an ability to deliver work within agreed timescales.
  • Able to work independently, prioritising workload effectively
  • Ability to work flexibly and adapt to new demands.