Apprenticeships - Patient Services Apprentice

  • Department Patient Services
  • Salary £4.30 per hour (£161.25 per week)
  • Closing Date 30/09/2021
  • Location The Royal Shrewsbury Hospital
  • Grade Apprenticeship
  • Job ref 223-PSA-562-A
  • Pension NHS Pension
  • Holidays Generous Holiday Allowance
  • NHS discount Eligible for NHS Discounts
  • Contract Apprenticeship: 14 months
  • Hours Full time - 37.5 hours per week

Job overview

We are looking for a motivated and committed individual who wishes to work towards a Level 2 Customer Service Apprenticeship over a 14 month period. Candidates must have a genuine interest in caring for people and possess GCSE’s or equivalent in: Maths & English 9-4 (A-C) and a further 3 GCSE’s or equivalent grades 9-4 (A-C) or equivalent academic qualifications.

Ideally the candidates should be familiar with working with computers and possess keyboard skills. We are looking for individuals with ambition who are able to work to and achieve goals and/or objectives set by their line manager.

At the end of the training period (14 months), we will work with the successful candidates to identify appropriate, substantive opportunities (should these be available) within our team and the wider Trust.

Main duties of the job

The main duties of the role will include liaising with the Complaints team and patients, playing an integral part in the administrative tasks for the Complaints department which includes receiving and making telephone calls, writing letters as appropriate and inputting of complaints onto Datix (computer system).

Working for our organisation

The Shrewsbury and Telford Hospital NHS Trust is the main provider of acute medical care for half a million people in Shropshire, Telford & Wrekin and mid-Wales. Most of our services are provided at The Princess Royal Hospital in Telford and The Royal Shrewsbury Hospital in Shrewsbury.

Detailed job description and main responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

For further information about the Apprenticeship, please refer to the attached document entitled Apprenticeship information.

Person specification


Essential criteria

Minimum of 4 GCSEs or equivalent A* - C (9 – 4) (including Maths and English Language or equivalent).
Must meet minimum requirements as set by the training provider to access the Apprentice programme.
Does not have a vocational qualification at the same or higher level in the same vocational subject area.

Desirable criteria

IT skills demonstrated through a formal qualification.


Desirable criteria

Work experience in a care environment.
Customer service experience, dealing with people on the telephone, electronically and face to face.
Experience of team working
Attended a Prince’s Trust ‘Get into Hospital Services’ programme


Essential criteria

Basic working knowledge of Microsoft Word, Excel and Outlook.

Desirable criteria

Knowledge of Microsoft packages e.g. Access and PowerPoint.

The well-being of our staff is of the upmost importance to us.  If you are offered a role at our Trust, and fall into the increased and higher risk categories as set out by Public Health England (PHE) and NHSI/E, your line manager will complete an risk assessment with you.  This will be completed in conjunction with the latest guidance from Public Health England in relation to Covid-19.

By submitting your application to Trac, you are giving your consent for parts of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems. This is to support and manage your recruitment and employment within your employing organisation. 

If successful, by completing the NHS Jobs application form you authorise the Trust to obtain any previous NHS service details including all electronically held sickness information, via the Inter Authority Transfer process on the national ESR.

If the role requires a qualification/professional registration, you will need to provide proof during the recruitment process. By submitting your application you are giving the Trust permission to check the qualification certificates provided back to the source provider. Please note that a sample of all applicant’s qualifications will be checked with the educational institution or provider.

In the event of a high response to this advertisement, this post will be closed. Early applications are advised.
Unfortunately we do not accept CVs or keep them on file. If you are unable to apply online please contact the person named in the advertisement for the post you are interested in.
We are committed to offering an interview to all applicants with a disability who meet the minimum criteria for the above position and will support reasonable adjustments wherever possible.  In addition, whilst all applicants will be judged on merit alone, we particularly welcome applications from candidates who are male, from black and minority ethnic backgrounds or who have a disability, as these are currently under-represented in our workforce.
We are committed to equal opportunities in employment. The policies and practices of the Trust aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly, flexibly and with dignity and respect.

Thank you for your interest in The Shrewsbury and Telford Hospital NHS Trust, we look forward to receiving your application for employment.

Look around a little and browse our jobs...

There are many exciting opportunities available for dedicated and loyal staff at The Shrewsbury and Telford Hospital NHS Trust.

Is it time you made a change?