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