Insurance Practitioner Apprentice

Within this role, you will operate across our phone and chat services to support customers in a variety of different ways. Joining our business includes a full induction process to teach you everything you need to know for your role, with ongoing training and support provided as you continue your journey with us. Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience. We have a wide range of departments in which you could be selected for. As mentioned, you will be provided with full training within these areas and continuous support throughout. We aim to ensure that all of our teams offer a welcoming and friendly environment, in order for you to succeed and thrive within the business.

Requirements

• GCSE in: English (grade 4), Maths (grade 4)
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
• A credit check is done for all new starters, and a random DBS check for 1 in every 5 staff.

Responsibilities

• Handling telephone enquiries within the call centre
• Administering customers' files correctly, whilst building genuine rapport
• General administration regarding calls and policies
• Ensure all activities undertaken are done as per the guidelines of the FCA
• Achieve and maintain your targets & SPI’s (audit averages, reviews, complaints caused, CPD logs and errors). Must not fail 3 days running
• Ensure correct actions are put on consumers' file depending on the type of policy to stop repeat calls
• Offer mid-term adjustment quotes to consumers and process these, issuing cover when instructed, additionally ensuring that the account as a result of the mid-term adjustment is posted correctly
• Always detail in the notes what course of action you have taken on each file, so colleagues can understand what consumers have been advised
• 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
• 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.