Apprentice Customer Care Executive

RUSH INSURANCE SERVICES LIMITED

STOCKPORT, SK4 1AF

Closes in 15 days (Friday 14 February at 11:59pm)

Posted on 21 January 2025

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Summary

As a specialist travel insurance intermediary, we’re looking for an Apprentice who is dedicated to delivering exceptional customer service. With offices based in Kent and Stockport, this is a great opportunity to work with award-winning direct product Covered2Go Travel Insurance and large independent travel agencies.

Wage
£16,000 a year

Minimum wage rates (opens in new tab)

Appropriate bonuses and Company Pension Scheme. Competitive salary offered between £16,000-£18,000 depending on experience.

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 09:00 - 17:30.

37 hours 30 minutes a week

Possible start date

Monday 3 March

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

  • Dealing with inbound sales calls and customer service queries from both direct and trade customers or clients, via email or by telephone, ensuring all questions are answered and dealt with effectively and efficiently
  • Ensuring all calls are compliant and fall within the FCA regulatory frameworks, by following the call script provided
  • Providing new quotations accurately and in a timely manner, either by using the automated quote systems available or by referring to the rates and rating notes available
  • Processing new policies and dealing with amendments/upgrades on existing policies and taking card payments
  • Dealing with policy cancellations and refunds, where appropriate.
  • Referring to, and liaising with Underwriters and external specialist teams, where necessary
  • Having an awareness of the criteria for each Underwriter as this will vary across schemes
  • Familiarising yourself with the various products for each scheme and maintaining up-to-date product knowledge
  • Maintaining up-to-date knowledge of internal systems, and external portals where relevant
  • Having an awareness of timescales and deadlines for call backs and referral cases
  • Meeting daily targets as set by the department
  • Undertaking any other duties that fall within the scope of this role. 

Where you’ll work

8TH FLOOR

BECKWITH HOUSE

1 WELLINGTON ROAD NORTH

STOCKPORT

SK4 1AF

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

THE TRAFFORD COLLEGE GROUP

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

Apprentices will be working towards the Level 2 Customer Service Practitioner Apprenticeship Standard:

  • The apprentice will receive monthly workplace or virtual visits with a dedicated assessor
  • The assessor will set individualised learning tasks as part of the apprentice’s workplace training that will incorporate your daily role and duties

Requirements

Essential qualifications

GCSE or equivalent in:

  • Any other (grade 4/C or above)
  • Any other (grade 4/C or above)
  • Any other (grade 4/C or above)
  • English (grade 4/C or above)
  • Maths (grade 4/C or above)

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
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Administrative skills
  • Team working
  • Strong written skills
  • Knowledge of Microsoft Office
  • Multi-tasking Skills
  • Calm & Professional
  • Time Management Skills
  • Punctual
  • Hardworking
  • Willing to Learn
  • Understanding of GDPR

Other requirements

Company Pension, Appropriate bonuses, Inbound UK Call Centre, 20 days’ holiday, plus bank holidays and your birthday off (totalling 29 days off), 37.5 hours per week, typically 7.5 hours per day over 5 days, No weekends, Casual dress code, Bi-Annual social gatherings.

About this company

Rush Insurance is a family run business with over 100 years of combined insurance experience. Specialising in travel insurance, online technology with a passion for the delivery of the highest possible customer service. In a recent staff engagement exercise, our team described our values as: Fair - Treating customers fairly, Friendly, Having fun, Teamwork. The team are responsible for delivering high standards of customer service, effectively dealing with inbound sales and customer queries both over the phone and via email. Due to recent growth, we are looking for a hardworking individual to join our customer care team at our Stockport office.

https://www.rushinsurance.co.uk/ (opens in new tab)

After this apprenticeship

The possibility of a full-time post upon successful completion of the apprenticeship for the right candidate.

The learner could progress onto other qualifications such as:

  • Level 3 Diploma in Customer Service
  • Level 3 Diploma in Business Administration
  • Institute of Leadership and Management (ILM) qualifications

Ask a question

The contact for this apprenticeship is:

THE TRAFFORD COLLEGE GROUP

apprenticeships@tcg.ac.uk

01618867461

The reference code for this apprenticeship is VAC1000297553.

Apply now

Closes in 15 days (Friday 14 February at 11:59pm)

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