Apprentice Customer Service Practitioner

Dimensions: The annual non-pay expenditure of the Trusts in the health community over which the Procurement Shared Services (PSS) has influence is approximately £70m. PSS provides procurement services to the following Customers:

1. Gloucestershire Hospitals NHS Foundation Trust
2. Gloucestershire Health & Care NHS Foundation Trust
3. Gloucestershire Managed Services

Key result areas:

1. To attend all mandatory components of the Apprenticeship.
2. To undertake training as required and agreed with the mentor, supervisor, and external assessor and complete the competencies relevant to the work area/department.
3. Ability to get on well with people at all levels, communicate and work effectively as a team member.
4. Accept designated workload from supervisor.
5. Deliver a high standard of customer service dealing with visitors and telephone enquiries.
6. Communicate effectively with internal and external networks.
7. Work collaboratively with all Procurement Team members ensuring that all activities are carried out and completed to the required standard.
8. To be flexible, with the ability to alter activities and priorities as the need arises.
9. Learn skills and gain knowledge to prioritise work, taking into account workload and urgency.
10. Share appropriate work-related information within remit.
11. Following training and gaining competence and confidence work independently, referring to supervisor when necessary.
12. Process enquiries, requisitions and create official purchase orders for all Customers in a timely and accurate manner and in compliance with the Trusts Standing Financial Instructions, Procurement Policy and current legislation.
13. Take responsibility for ordering Goods, Services and Works and provide advice on the ordering process and assist Customers with queries.
14. Implement standard operating procedures.
15. Identify system errors/faults and report these as appropriate.

Additional Responsibilities:

1. Support low value tender exercises, obtain prices and quotations and liaise with customers and suppliers with regard to costs, product information as required.
2. Accurately and efficiently file requisitions, contracts and maintain central filing systems.
3. Have responsibility for personal development and complete the Intermediate (L2) Customer Service Practitioner Apprenticeship within the time frame.
4. Undertake any customer service or administrative and other appropriate duties, commensurate with the role as required at the request of your supervisor.

Communications and Working Relationships:

1. Budget holders
2. Clinical Staff
3. Suppliers
4. Senior Procurement Staff within other NHS Trusts/Special Health Authorities
5. Shared Finance staff
6. External Organisations and Agencies

Most Challenging part of the job:

1. Process orders promptly and accurately to ensure the timing of medical/surgical procedures is not compromised by delays in the supply chain or ordering process.
2. Take ownership of problems and deal effectively with difficult and challenging Customers to deliver a professional and Customer focused procurement service.
3. Demonstrate a pro-active and flexible approach to challenges, supporting and demonstrating the one-team ethos across the department.

Please see the full job description and person specification by accessing the documents under the Supporting Documents heading.

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