Summary
Are you ready to join an amazing team where every day brings a new challenge, an opportunity to grow and develop new skills? We're looking for an apprentice to join our thriving inbound call centre and act as the first point of contact for our clients. We need someone who can provide product advice, manage queries and add value to our clients.
Wage
£17,270 a year
There is the ability to increase salary to between £24,255 and £25,876 after the apprenticeship.
Training course
Financial services customer adviser (level 2)
Hours
Monday to Friday, between 9.00am - 5.30pm.
37 hours 30 minutes a week
Possible start date
Monday 31 March
Duration
1 year 4 months
Positions available
6
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
As part of your role, you will:
* Act as the first point of contact for new and existing customers
* Manage incoming calls, providing advice and guidance on specialist insurance products
* Identify clients' needs using effective communication techniques, including asking open questions and listening to customer responses
* Collect information from customers and record it on the Client Management System
* Liaise with colleagues from other areas of the organisation to ensure queries are dealt with quickly and efficiently
* Resolve issues and handle complaints, where necessary
* Provide exceptional customer service
* Adhere to legal requirements, industry regulations and company policies.
Where you’ll work
Mersey Chambers
5 Old Churchyard
Liverpool
L2 8GW
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
WORKPAYS LIMITED
Your training course
Financial services customer adviser (level 2)
Equal to GCSE
Course contents
* Customer Service: Delivers excellent service, identifying and meeting or exceeding customer requirements. Supports customers in the use of digital solutions. Initiates contact with customers and builds relationships with them when appropriate. Identifies customer needs and refers where appropriate. Supports the company contribution to the local community, getting involved in activities and building a local network, where appropriate.
* Delivering Results: Uses company systems and processes to deliver services to customers, Takes the initiative to meet agreed individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Plans and organises their work to meet commitments and performance measures.
* Teamwork: Consistently supports colleagues and collaborates to achieve results. Builds and maintains strong working relationships with own team and other parts of the organisation they deal with. Supports others in the team. Aware of own role within the team and their impact on others.
* Communication: Deals effectively with customers and colleagues, showing good interpersonal skills and the ability to communicate well through a range of media e.g. phone, face to face, email, social media. Avoids jargon and uses the correct technical terms where appropriate. Listens well to understand customer needs and is able to adapt their style to their audience.
* Problem solving: Works to deliver the best customer outcome, in line with company policy, regulation and best practice when handling problems and complaints. Escalates as appropriate.
* Continuous improvement: Identifies opportunities to improve performance and service; acts on them within the authority of their role. Successfully implements changes that are required.
Your training plan
Your apprenticeship will be delivered at your place of work. You will need to spend approximately six hours per week completing your training, which will include attending masterclasses, completing assignments, participating in group discussions and shadowing colleagues.
More training information
Workpays is an award-winning training provider that specialises in financial services apprenticeships. We put the learner at the heart of our programmes to ensure they can build industry-leading knowledge and skills, achieve their personal and professional objectives, and reach their potential.
Our programmes are delivered flexibly on a part-time basis. We run monthly masterclasses that focus on the knowledge, skills and behaviours required by the standard, supported by 1:1 coaching sessions, and recommended off-the-job training.
Requirements
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
* Non judgemental
* Patience
* Relationship building
* Trustworthy
* Reliable