Summary
A great opportunity to join the team at an Award-Winning Travel Insurance Broker. As a business we fully support Apprenticeships. Since 1999, we have become one of the UK’s most trusted Travel Insurance providers, helping more than a million passengers get the cover they need to fulfil their travel ambitions.
Wage
£12,480 to £22,308 a year
Quarterly Bonus available, totalling an additional £1,000 over the first 12 months.
Training course
Customer service practitioner (level 2)
Hours
Week 1: Monday to Friday 9am to 5pm Week 2: Monday to Thursday 10am to 6pm, Friday 9.30am-5.30pm. No weekends. 37.5 hours a week
37 hours 30 minutes a week
Possible start date
Monday 3 March
Duration
1 year
Positions available
2
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
* Inbound calls with direct customers / wholesale brokers
Administration tasks including maintaining diary system, dealing with mail from customers/businesses, printing.
* Data Input
* Email Handling
* Live Chat
Where you’ll work
VICTORIA HOUSE
TOWARD ROAD
SUNDERLAND
SR1 2QF
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
PENSHAW VIEW TRAINING LIMITED
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
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.
More training information
* Customer service practitioner Level 2 (GCSE) Apprenticeship Standard
Requirements
Essential qualifications
GCSE in:
* English & Maths (grade C/4)
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
* Administrative skills
* Team working
* Creative
* Patience