Customer Service Advisor Apprentice

To support the delivery of the Agency’s strategy by effectively managing the customer experience end-to-end ensuring excellent levels of customer service and the provision of relevant and appropriate advice efficiently, compliantly and in line with policy and process.

Annual Salary: 
£10,296 to £20,319 a year

Working hours: 
Monday – Friday 09.00 – 17.00 30 minute lunch break. Total hours per week: 37.5 hours a week

Apprenticeship Standard: 
Insurance Practitioner Level 3

Apprenticeship Duration: 
18 Months

Full Description:

  • Acquire and maintain knowledge of NFU Mutual products and NFU Mutual product and claims licences as appropriate.
  • Provide exceptional service to our existing customers in the provision of all our products and services including policy renewals, mid-term adjustments, responding to queries and actioning policy changes.
  • Arrange and provide appropriate advice on general insurance products ensuring customers have the best policies to cover their needs.
  • Identify and action opportunities for cross-sales for existing clients to contribute to the growth of the Agency, including introducing Financial Services products.
  • Process payments from customers in line with relevant policies and procedures.
  • Produce up-to-date records for every customer interaction and contact, ensuring all notes are captured clearly, accurately and timely.
  • Consistently provide excellent levels of customer service in all interactions with potential and existing customers, delivering on promises, meeting their needs and exceeding expectations.
  • Always demonstrate high values of trust and integrity, acting as a positive role model in line with the values and ethos of the Agency.
  • Build and maintain effective working relationships within the Agency team and all relevant key contacts and teams within NFU Mutual.
  • Ensure all duties are carried out in a way which complies with relevant external legislation and regulation, NFU Mutual compliance and other procedures and local Agency policies and processes.
  • Deliver ad-hoc projects and/or other duties as required, to support the delivery of business strategy and enhance customer experience.

Training Provided:
Insurance Practitioner Level 3 Apprenticeship Standard:

  • Fully and part funded learning and development programme that includes the Cert CII
  • Develop the knowledge, skills and behaviours of successful Insurance Practitioners

Role-specific route ways tailor the apprenticeship to the job role:

  • Claims Handler/Loss Adjuster
  • Assistant Underwriter
  • Junior Broker
  • Free CII membership for non-members through the CII Aspire Apprenticeship Programme:
  • Includes the CII study books and exam entries
  • Resit costs for CII exams and End-Point-Assessment will be covered by the employer
  • Fortnightly workshops for each CII exam
  • All workshops recorded and available on-demand
  • Interactive chat, forums and class notebooks for real time support and assistance from experienced and qualified insurance professionals
  • Exam tips, tricks, and strategies
  • Regular tutorials and assessments with your dedicated trainer
  • Functional Skills in maths and English, if required

Skills and Personal Qualities Required:

  • GCSE or equivalent English (Grade Grade 4(C)) essential
  • GCSE or equivalent Maths (Grade Grade 4(C)) essential
  • Communication skills
  • IT skills
  • Attention to detail
  • Customer care skills
  • Administrative skills
  • Team working
  • Initiative

Career Progression:

Team members that start in this role can move into a supervisory role, into our Key Accounts Team or our Insurance Executive Team which both manage our high value customers. Training is continuous and every team member is offered a 5 year plan.

Things To Consider:

Clean basic DBS required. Insolvency check required. Ideally able to drive so can attend all three of our offices. The non-apprentice salary band for this role is £18k – £22k dependant on experience.

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