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
£13,741 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Competitive Commission bonuses available
Training course
Customer service practitioner (level 2)
Hours
9:00am to 6:00pm, Monday to Friday (No weekends).
35 hours a week
Start date
Monday 7 April 2025
Duration
1 year 1 month
Positions available
2
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
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
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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