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Customer Service Advisor Apprentice
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Onecall Insurance Customer Service Apprentice
Onecall Insurance are looking for an ambitious customer service apprentice to join their friendly team. The Customer Service Advisor is to be a key person in the efficient & controlled operation, ensuring that they answer queries from consumers. There are many areas of customer service that they will potentially need to deal with.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
One Call Values and Attributes
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Building Trust
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Doing the Right thing
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Taking Ownership
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Delivering with Passion
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Continually Improving
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Ensure all activities undertaken are done as per the guidelines of the FCA.
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Achieve and maintain your targets & SPI’s (audit averages, Reviews, Complaints Caused, CPD logs and errors). Must not fail 3 days running.
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Ensuring correct actions are taken on the consumer's file depending on the type of policy, to stop repeat calls.
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Offer midterm adjustment quotes to consumers and process these issuing cover when instructed, additionally ensuring that the account as a result of the midterm adjustment, is posted correctly.
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Always detail in notes what course of action you have taken on each file, so colleagues can understand what consumers have been advised.
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Cross-sell legal, breakdown, excess reducer, Total loss top up, HPI and Tools in transit products in the correct way. Ensure that the account is sorted and the relevant notes added.
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Check through your own personal diary lists to ensure that they are kept up to date.
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Maintain a good working knowledge of all areas within the department.
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At all times, providing a high level of customer care and service to ALL customers.
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Ensure you are asking at the end of all calls if the consumer is happy with the service you have provided.
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Ensure that Data Protection is practised at all times.
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Any other reasonable request which may be made of you from time to time.
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Check banking daily to ensure no errors are made.
You will also build knowledge in:
- Knowledge of FCA Handbook
- Bribery Act 2010
- Financial Services Act 2012
- Road Safety Act 2006
- Data Protection Act 1998
- Fraud Act 2006
- The Consumer Protection (Distance Selling) Regulations 2000
- The Financial Services & Markets Act 2000
- The Financial Markets (Distance Selling) Regulations 2004
Where you'll work
Saturn Building First Point
Balby Carr Bank
Doncaster
DN4 5JQ
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
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DN COLLEGES GROUP
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
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.
Training schedule
Training will be at Doncaster College by day release, where you will access a wide range of facilities on offer.
You will undertake the Level 2 Customer Service Practitioner apprenticeship standard.
https://www.instituteforapprenticeships.org/apprenticeship-standards/st0072-v1-1
You will undertake Functional Skills for English and/or maths if needed.
You will undertake both on and off-the-job training by a team of industry-qualified professionals to give you the best skills, knowledge, and experience.
Desirable qualifications
- GCSE in: Maths and English (grade 4/C)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Administrative skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
- You must act with integrity – Honesty and professionalism, acting in accordance with company procedures and policies at all times.
- You must act with due care, skill and diligence - Identify errors, omissions and poor consumer outcomes, actively reporting any errors, maintaining work to a high standard. Be open and honest about any error that has been made to ensure immediate rectification, to ensure there is no detrimental effect on the customer.
- You must be open and cooperative with the FCA, the PRA and other regulators any interaction with the regulator and understand their responsibilities to the regulator. To attend and engage in all training sessions provided to help gain a further understanding of our responsibilities to the regulator.
- You must pay due regard to the interests of customers and treat them fairly, following the TCF outcomes and the customer's best interest rule. Understanding the customers’ demands and needs, in addition to the quality of information given and adherence to procedures and regulations. The ability to identify a vulnerable customer and follow the relevant reporting procedure.
- You must observe proper standards of market conduct. Complying with company procedures, understanding responsibilities under financial crime, conducting sales appropriately, and understanding the whistle-blowing procedure.
- You must act to deliver good outcomes for retail customers.
Get help with your application
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Providing a wide range of insurance to customers in the United Kingdom since 1995 One Call Insurance lets you compare car insurance, home insurance, van insurance, motorbike insurance and travel insurance from our panel of trusted insurance providers. As well as these, we also offer many other insurance products and services including temporary insurance, learner driver insurance and breakdown. We know value is a key factor when choosing who you purchase your insurance from. It’s not all about who is cheapest though. We try to offer customers added benefits you don’t get with other providers.
https://www.onecallinsurance.co.uk (opens in new tab)
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Successful completion of the apprenticeship could lead to a higher-level apprenticeship or full-time employment for the right candidate.
The contact for this apprenticeship is:
DN COLLEGES GROUP
Jamie Herrington
jamie.herrington1@don.ac.uk
The reference code for this apprenticeship is VAC1000348743.
Closes in 16 days (Friday 31 July 2026 at 11:59pm)
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