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Customer Service Advisor (Insurance) Apprentice
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Role Overview
A role enabling apprentices to build a sound knowledge in insurance and customer service, as well as office-based work.
Wage
- £14,560 for your first year, then could increase depending on your age
- National Minimum Wage rate for apprentices
- Minimum wage rates (opens in new tab)
Training
- Course: Customer service practitioner (level 2)
- Understanding apprenticeship levels (opens in new tab)
Hours
- Monday to Friday, 9am to 5pm with a 1 hour unpaid lunch break. 35 hours a week
Start Date
- Monday 19 October 2026
Duration
- 1 year 3 months
Positions Available
- 2
What You'll Do at Work
- Answering inbound calls
- Providing changes to existing policies such as change of vehicle, change of address and adding drivers
- Providing new business quotes to new and existing customers
- Passing over calls for non-motor or home insurance products to other members of staff
- Speaking with underwriters about policies
- Responding to customer queries by phone and email, with occasional in-person queries
- Dealing with payments for policies over the phone
Where You'll Work
- NFU OFFICE
- PARK VIEW
- EAGLEWOOD PARK
- ILMINSTER
- TA19 9DQ
Training Provider
- YEOVIL COLLEGE
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.
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Training Schedule
The apprenticeship training is delivered through a combination of workplace learning and regular college attendance. This training will teach you the knowledge, skills and behaviours set out in the Customer Service Practitioner Apprenticeship Standard. On completion the apprentice will receive the Customer Service Practitioner Level 2 qualification. Functional Skills in maths and English may also be required depending on current level.
More Training Information
We provide in-house bespoke training for products which are assessed via multiple choice questions initially, and then in-person role plays and shadowing. We work in a regulated industry and compliance is very important. We follow set scripts for certain transactions, and there are pieces of information we must provide customers with in order to work compliantly.
Essential Qualifications
- GCSE in:
- English (grade 9 – 4 / A* - C)
- Maths (grade 9 – 4 / A* - C)
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Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Number skills
- Analytical skills
- Logical
- Team working
- Patience
Other Requirements
- You MUST be prepared to commit to your work and training for the duration of the apprenticeship.
- In some cases, you may be required to have a telephone interview with Yeovil College prior to your application being passed on.
- If a suitable candidate is found prior to the advertised closing date, it may close earlier so please apply early to avoid disappointment.
Company Information
NFU Mutual South Somerset is based on the Dillington Estate just outside Ilminster. We provide a range of insurances, but this role will focus on Motor policies initially, moving onto Home insurance within the first 6 months. We are a small team of around 18 people carrying out various roles from sales through to admin. NFU Mutual South Somerset (opens in new tab)
Company Benefits
- 25 days holiday plus Bank Holidays
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). Our policy is to promote from within, and many of our staff started in roles like this before moving up to Sales, Account Management and Managerial roles.
Contact Information
- Contact: YEOVIL COLLEGE
- Person: Gabrielle Cobner
- Email: studentrecruitment@yeovil.ac.uk
- Phone: 01935845380
- Reference Code: VAC2000055417
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