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Apprentice Customer Service Adviser
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Apprentice Customer Service Adviser
A superb opportunity has become available with NFU Mutual who are looking to employ an Apprentice Customer Service Adviser for their branch in Brockenhurst.
This role involves managing customer insurance enquiries, processing policy changes, maintaining accurate records, and ensuring compliance with NFU Mutual procedures.
You will learn to:
- Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licences
- Comply with all guidelines and processes as communicated by the NFU Mutual and your Agents
- Develop and sustain effective working relationships with customers, all members of the Agency and NFU Mutual staff
- Deal with insurance enquiries by phone, email and face to face in the office and process the changes requested by a customer
- Maintain record keeping in line with the requirements for your role.
- Identify and initiate up-selling and cross-selling opportunities and activities to new and existing customers
- Act as Life Introducer to obtain appointments for Life Qualifier and meet Agency target
- Produce correspondence and responses to required timeframes and quality standards
- Process and dispatch documentation to Agency standards
- Identify opportunities to improve the service we provide to our customers and our efficiency as a team
- Attend shows and events as required to promote the Agency and sell the products and services of the NFU Mutual
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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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.
You will be undertaking the Level 2 Customer Service Practitioner Apprenticeship Standard and fully supported by HTP Apprenticeship College.
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You will be developing Knowledge, Skills, and Behaviours in the following areas:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Product service and knowledge
- Customer experience
- Product and service knowledge
- Dealing with conflict and challenge
- Influencing skills
Following the end of your training, you’ll complete your Apprenticeship by undertaking an independent ‘End-Point Assessment’. This is your opportunity to demonstrate what you’ve learned and prove your skills in your role. This assessment includes:
- Providing a Showcase of Evidence
- An observation
- A Professional Discussion
NFU Mutual is a trusted UK insurance provider with a strong reputation for putting customers at the heart of everything they do. They combine expert insurance knowledge with a personal, friendly service and offer a wide range of insurance products from homes and vehicles to farms, businesses and personal finances. Staff are central to their success, and they are committed to creating a supportive, professional environment where individuals can develop, build rewarding careers and make a genuine difference to customers and local communities.
Your earnings can increase over time with an apprenticeship. Upon successful completion of the apprenticeship, it is hoped the successful candidate will become a permanent member of staff. There will be the opportunity to undertake industry specific qualifications.
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