Summary
At XYZ Insurance providing exceptional customer service is key to continued success. If you are patient, possess a friendly and professional telephone manner, and have great organisational skills with strong attention to detail, this apprenticeship could be the perfect opportunity for you.
Wage
£12,147.20 a year
Competitive Commission bonuses available
Training course
Customer service practitioner (level 2)
Hours
9:00am to 5:00pm, Monday to Friday (No weekends).
36 hours 30 minutes a week
Possible start date
Monday 3 March
Duration
1 year 1 month
Positions available
4
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
* You will be handling incoming customer sales inquiries, build client relationships, identify sales prospects, and broaden your insurance knowledge. You'll also provide great customer service and administrative assistance
* Becoming an integral part of our team's success, ensuring that the office operates smoothly and that our clients are satisfied at all times
* You will be given full training right from the beginning and supported throughout your journey with us
If you’re determined to succeed, have a positive attitude and know when to ask for help, then we can train you in the knowledge needed to be a success!
Duties would include:
* Consistently offer a thorough and competent service while following company, industry and regulatory guidelines and procedures
* Liaising with new/existing clients over the telephone, by email and by post
* Updating the database and maintaining records
* Running through new quotations
* Chasing of all new business cases every week
* Pursuing all current business inquiries on a weekly basis
* Maintaining filing systems
* Dealing with daily post
* Renewing insurance policies
* Admin related work
* Making/receiving numerous telephone calls
* Processing/attending to diaries
* Problem solving and critical thinking
Where you’ll work
Unit 2 Kings Road
Charfleets Industrial Estate
Canvey Island
Essex
SS8 0QY
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
RM TRAINING (UK) 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
* At least 20% of your working hours will be spent training or studying.
2 hours once a month you will have 'face-to-face' with your skills-coach
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 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
* Administrative skills
* Number skills