Customer Service Adviser Apprenticeship

NFU Mutual

CAMBRIDGE, CB23 7PH

Closes in 18 days (Tuesday 8 October at 11:59pm)

Posted on 12 September 2024

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Summary

We are looking for a friendly individual to join our small team, to be customer facing and deal with motor and personal insurance enquiries. The role includes customer service and the administration that goes with the conversations! You will be provided full, in house NFU Mutual training and apprenticeship course work and requirements.

Annual wage
£18,500 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am -5.00pm (breaks to be confirmed).

37 hours a week

Possible start date

Tuesday 15 October

Duration

1 Year

Positions available

1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • Answering telephones and customer facing queries in the office 
  • Daily admin tasks, including making changes to insurance policies, writing up notes following customer interactions, post, filing, stationary and general office duties as required

Where you’ll work

CROME LEA BUSINESS PARK

MADINGLEY ROAD

COTON

CAMBRIDGE

CB23 7PH

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

CAMBRIDGE REGIONAL COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

    • Your training plan

    Customer Service Practitioner - Level 2 (GCSE) Apprenticeship Standard

    • Apprenticeship qualification via Cambridge Regional College and NFU Mutual insurance licences required to sell and transact business for new and existing customers
    • Training schedule has yet to be agreed upon, further details will be made available at a later date

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade 3 or D)
    • Maths (grade 3 or D)

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Communication skills
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Presentation skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Initiative
    • Non judgemental
    • Patience

    Other requirements

    Team working in a small but friendly environment

    About this company

    Appointed Representatives of NFU Mutual. We quote, sell and administer client policies for motor, personal, business and Financial Services.

    https://www.nfumutual.co.uk/agent-offices/cambridge/ (opens in new tab)

    After this apprenticeship

    • A possible full time Customer Service position
    • Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at a Professional level

    Ask a question

    The contact for this apprenticeship is:

    CAMBRIDGE REGIONAL COLLEGE

    Camilla

    01223 418778

    The reference code for this apprenticeship is VAC1000276392.

    Apply now

    Closes in 18 days (Tuesday 8 October at 11:59pm)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.