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Insurance Customer Adviser Apprenticeship
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About the Role
You will be able to develop your career within Insurance surrounded by a team who are passionate about supporting our customers through first class service and tailored advice. Your role will include handling existing motor, personal and commercial insurance policies for our current customers as well as supporting all areas of our business.
As one of the UK’s leading general insurance and financial services companies, NFU Mutual has been meeting our customers’ needs for over 100 years.
Based at our Beverley agency you will be able to develop your career within Insurance and Financial Services surrounded by a team who are all passionate about supporting our customers through first class service and tailored advice.
Your role as an Insurance Advisor will include handling existing motor, personal and commercial insurance policies for our current customers, both Farming, Commercial and Personal, as well as initiating policies for clients new to NFU Mutual.
For us the most important things in the role are the ability to understand the compliance and regulation within our industry along with the technical aspect of insurance, and the ability to put this across to our customers in a way that makes sense to them.
Full training on our products is provided but excellent communication skills and telephone manner are a must so you are able to build long term, trusted relationships with our customers. We are passionate about supporting our team so opportunities to complete CII qualifications and progression pathways within the business are also available for the right candidate.
Job Details
- Dealing with policy changes and new policy quotations for customers
- Insurance paperwork administration
- Proactively discussing and promoting the full range of NFU Mutual products
Required Skills
- Excellent communication skills, both written and verbal
- Computer literacy & numeracy skills
- Ability to build mutually beneficial relationships with both colleagues and clients
- Self-motivation, drive and enthusiasm
- Ability to work well independently and as part of a team
Desirable Skills
- Willingness to work with customers over the telephone and face to face
- Cheerful, proactive and helpful
- Desire to be involved in insurance and financial services as a long term career
Apprenticeship Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DAVIES LEARNING SOLUTIONS LIMITED
Training course
Financial services customer adviser (level 3)
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What you'll learn
Course contents
- Apply organisational or industry practice, in line with regulatory and legal frameworks, to achieve optimal outcomes for stakeholders.
- Adhere to organisation policies and procedures by working within own authority and escalate where required
- Identify customer requirements and select appropriate financial services or products to achieve appropriate outcomes for customer.
- Communicate with customers and colleagues through a variety of channels, using active listening and language that is meaningful to the recipient, for example, written reports, presentations, phone, face-to-face, email or digital channels.
- Use appropriate questioning techniques to understand customer needs, gain insight and information to inform decision making and suggest solutions.
- Establish customer relationships applying principles of equity diversity and inclusion to deliver a personalised customer service taking account of vulnerability.
- Support the resolution of customer dissatisfaction in line with organisational or industry practice, escalating in line with organisational procedures as needed.
- Coach and assist customers to access and use appropriate digital solutions to meet their financial service’s needs.
- Comply with current data legislation and organisational policies including when handling sensitive customer data and using digital systems and processes to service customer and organisation needs.
- Plan and organise workload to meet commitments using recognised time management methods in line with organisation expectations.
- Build and maintain collaborative working relationships with a range of colleagues and customers to deliver positive outcomes.
- Identify opportunities for improvement and support activities to improve performance and service
- Act on feedback to improve personal performance, contribute to team performance and take ownership of own development to build competency.
- Handle data safely and securely and share information in compliance with data protection legislation and organisation’s policy.
- Apply organisational or industry practice, in line with regulatory and legal frameworks, to achieve optimal outcomes for stakeholders.
- Adhere to organisation policies and procedures by working within own authority and escalate where required
- Identify customer requirements and select appropriate financial services or products to achieve appropriate outcomes for customer.
- Communicate with customers and colleagues through a variety of channels, using active listening and language that is meaningful to the recipient, for example, written reports, presentations, phone, face-to-face, email or digital channels.
- Use appropriate questioning techniques to understand customer needs, gain insight and information to inform decision making and suggest solutions.
- Establish customer relationships applying principles of equity diversity and inclusion to deliver a personalised customer service taking account of vulnerability.
- Support the resolution of customer dissatisfaction in line with organisational or industry practice, escalating in line with organisational procedures as needed.
- Coach and assist customers to access and use appropriate digital solutions to meet their financial service’s needs.
- Comply with current data legislation and organisational policies including when handling sensitive customer data and using digital systems and processes to service customer and organisation needs.
- Plan and organise workload to meet commitments using recognised time management methods in line with organisation expectations.
- Build and maintain collaborative working relationships with a range of colleagues and customers to deliver positive outcomes.
- Identify opportunities for improvement and support activities to improve performance and service
- Act on feedback to improve personal performance, contribute to team performance and take ownership of own development to build competency.
- Handle data safely and securely and share information in compliance with data protection legislation and organisation’s policy.
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Training schedule
You will work towards your:
- Financial Services Customer Adviser Level 3 Apprenticeship
- Certificate in Insurance (Cert CII). (if applicable)
- Level 2 Functional Skills in English and maths (if required)
Training will be via Davies, virtually. 6 hours per week. Off-the-job training in line with duration of programme
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
At NFU Mutual, we’ve always taken our responsibilities seriously and are passionate about making meaningful differences.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Option to progress to a Customer Service Advisor within our team, future progression routes include potentially Claims Handling or Account Handling
Potential to progress to Level 4 and Level 6 apprenticeships
The contact for this apprenticeship is: DAVIES LEARNING SOLUTIONS LIMITED
The reference code for this apprenticeship is VAC2000054101.
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