Summary

Join Sharp Physiotherapy as a Customer Experience Apprentice in Bawtry. Support patients through calls and reception duties, build relationships, and deliver an outstanding customer journey. Learn business systems, AI tools and process improvement techniques while developing valuable customer service skills in a growing, family-run business.

Wage

£16,640 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, shifts to be confirmed. 8.00am start on Wednesday.

40 hours a week

Start date

Monday 2 November 2026

Duration

1 year 3 months

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

Welcoming patients to the clinic and creating a positive first impression.
Managing the reception desk and supporting the day-to-day running of the clinic.
Answering inbound calls from new and existing patients and dealing with enquiries professionally.
Making outbound calls to prospective patients who have requested information or a discovery call.
Building rapport with patients and helping them understand the services available.
Booking, rescheduling and managing patient appointments using clinic systems.
Maintaining accurate patient records and handling confidential information in line with company policies.
Supporting patients throughout their journey to ensure an exceptional customer experience.
Resolving customer queries, concerns and complaints in a professional and timely manner.
Learning about physiotherapy services, treatments and the patient journey through ongoing training.
Using internal business, marketing and communication systems to support clinic operations.
Assisting with the review and improvement of customer service processes and systems.
Developing knowledge and practical skills in the use of AI tools within a modern healthcare business.
Participating in team meetings, staff training sessions and personal development activities as part of the Level 3 Customer Service Specialist apprenticeship.

Where you'll work

14 The Courtyard
Bawtry
Doncaster
South Yorkshire
DN10 6JG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

DN COLLEGES GROUP

Training course

Customer service specialist (level 3)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

The apprentice will primarily take place at our Bawtry location. However, we will consider applicant location and determine if it's best to work more flexibly between our other sites in Newark or Lincoln.

Training by DN Colleges Group will take place on a Tuesday every other week.

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade 4 or equivalent)

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
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience
Professional telephone manner
Empathy and compassion
Confidence with people

Customer Experience Apprentice

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