Summary
We’re looking for someone to help our customers by managing claims. We’ll give you the processes and the guidance, and you’ll look after our customers with exceptional customer service and expectation management. Plus, you’ll collaborate with third party referrers, garages and hire providers to make sure our services run smoothly.
Wage
£14,352 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday. Generally the hours will be 9.00am - 5.00pm with some early (8.00am - 4.00pm) and late (10.00am - 6.00pm) shifts.
37 hours 30 minutes a week
Possible start date
Monday 31 March
Duration
1 year 3 months
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
* Keeping in touch with customers and enquiries on inbound and outbound calls
* Keeping track of accurate information and updating claims handling systems and third party portals
* Using your common sense and initiative to gather evidence, solve problems and support your customers
* Providing a superb customer support service that delivers a high scoring NPS (and generates positive feedback on TrustPilot and Google)
* Working from a daily task list to keep customers, referrers and third parties updated and fully informed
* Hitting individual targets and team SLAs, while sticking to the health and safety, GDPR, and consumer duty rules
* Producing correspondence of the highest standard, and managing claims quickly and effectively
* Helping out with general administrative tasks to keep the company moving in the right direction
* Comply with all company rules and procedures especially those relating to health & safety, GDPR, consumer duty with an obligation to remain informed and up to date on all such matters
* To undertake any other duties consistent with the role
Desired Skills:
* Excellent Verbal & written communication skills with the ability to build rapport
* Well organised with good planning skills
* Ability to work in a fact-paced environment
* Proactive with good problem solving skills
Desired Personal Qualities:
* Enthusiastic and self motivated
* Personable with a positive outlook
* Reliable and punctual
* Willingness to go the extra mile to provide great customer service
* Passionate about learning and developing new skills
Where you’ll work
Conway House, Ackhurst Business Park, Foxhole Road, Chorley,
Ackhurst Business Park
Foxhole Road
Chorley
PR7 1NY
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
RUNSHAW 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 Apprenticeship Standard:
* This Apprenticeship is completed within the workplace
* You will be assessed through written work and observation throughout your training
* You will be given time by your employer to complete portfolio work, attend training, workplace shadowing and any other opportunities to develop your skills and knowledge
More training information
* Training will be provided by Runshaw College
* EPA (End Point Assessment) - Towards the final few months of the apprenticeship you will complete your End Point Assessment
* This includes a knowledge test, portfolio-based interview and a project/improvement presentation
* All assessment methods will be conducted and graded by an independent EPAO
Requirements
Essential qualifications
GCSE in:
* 5 x GCSE (grade A*-D / 9-3)
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