Job Opportunity: Customer Service Advisor Apprenticeship

At NFU North Shropshire Agency, we are currently recruiting for an office-based Customer Service Advisor to join our dynamic team at our office in either Market Drayton, Oswestry, or Wem to support our personal and commercial customers.

Wage

• £15,600 a year

Minimum Wage Rates

• Starting wage of £8 - 8.75 increasing as you pass through our licensing scheme to be able to talk to customers about more products

Training Course

• Insurance Practitioner (level 3)

Hours

• Monday- Friday, 8:30am to 5:00pm, 1 hour unpaid lunch.
• 37 hours 30 minutes a week

Start Date

• Wednesday 16 September 2026

Duration

• 1 year 1 month

Positions Available

• 1

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

In this role you will:

• Provide exceptional customer service via phone, email, and in person to our commercial businesses including retailers, tradespeople, and farmers
• Assist our commercial clients with policy renewals, amendments, and claims, ensuring they receive outstanding service throughout their insurance journey
• Collaborate with team members to improve customer service processes and enhance our customer journey
• Develop and maintain a thorough understanding of our products and services

Our commitment to you:

• 29 days annual leave (including bank holidays) increasing to 33 days with service
• Professional and supportive work environment
• Investment in personal development to progress your career within the business including support to obtain your product licenses
• Pension scheme
• Family-first policies that prioritize work-life balance including flexible hours available
• Regular team events and activities
• No weekend or evening work

Where you'll work

UNIT 5
WALKMILL BUSINESS PARK
MARKET DRAYTON
TF9 2HT

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training Provider

• SKILLS EDGE TRAINING LTD

Training Course

• Insurance Practitioner (level 3)

What you'll learn

Course contents

• Achieve desired business outcomes within own area of insurance responsibility, in line with the organisation's commercial aims and objectives.
• Identify information from a range of sources to determine an appropriate course of action including a recommendation, a decision, or a referral.
• Analyse data to make evidence-based decisions.
• Apply organisational quality assurance policies and procedures in their role and within the limits of own authority.
• Apply appropriate method of communication for audience and circumstances.
• Records, verifies, maintains, and where appropriate, shares information.
• Compliant with relevant governance, policies, and procedures.
• Identify work with stakeholders and creates and maintains a network of stakeholders needed to undertake casework effectively and to conclusion.
• Balances competing priorities in order to meet deadlines.
• Builds and maintains positive relationships.
• Work as part of a team to help achieve results.
• Identify potential claims fraud and determine the correct action to prevent loss.
• Manage insurance claims and/or payments within the limits of responsibility in line with policies and procedures.
• Identify and manage insurance risks within the limits of responsibility in line with policies and procedures.
• Recommend insurance and premiums decisions within the limits of responsibility and in line with organisational policies and procedures.
• Gather and interpret relevant information to provide a return on insurance decisions.
• Match client’s needs with available insurance products and services.
• Optimises the potential return on insurance decisions within the scope of own role by identifying and positioning the client’s case with the insurer.
• Achieve desired business outcomes within own area of insurance responsibility, in line with the organisation's commercial aims and objectives.
• Identify information from a range of sources to determine an appropriate course of action including a recommendation, a decision, or a referral.
• Analyse data to make evidence-based decisions.
• Apply organisational quality assurance policies and procedures in their role and within the limits of own authority.
• Apply appropriate method of communication for audience and circumstances.
• Records, verifies, maintains, and where appropriate, shares information.
• Compliant with relevant governance, policies, and procedures.
• Identify work with stakeholders and creates and maintains a network of stakeholders needed to undertake casework effectively and to conclusion.
• Balances competing priorities in order to meet deadlines.
• Builds and maintains positive relationships.
• Work as part of a team to help achieve results.