Apprentice Office Administrator Unity Insurance Services Ltd

Based in the Lancing office you will answer incoming customer calls and enquiries and provide general information to customers on a range of insurance queries via telephone, e-mail and written correspondence. You will also provide general administrative and word processing support to the office based team.

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Closing date: 01 Oct 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday – Friday, 9am – 5pm, 35 hours with 1 hour for lunch

    Total hours per week: 35.00

  • Apprenticeship duration

    18 months

  • Possible start date

    09 Oct 2017

  • Date posted

    01 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

Role Summary and Purpose

  • Answer incoming customer calls and enquiries to the office
  • provide general ‘front line’ information to customers on a range of insurance queries. 
  • Provide excellent customer service in all dealings with clients via telephone, e-mail and written correspondence. 
  • Provide other general administrative and word processing support to the office based team including assisting with cheque input when required. 

Key Tasks

  • Switchboard - answering incoming customer calls, providing general ‘front line’ advice to clients on a range of insurance and claims issues and transferring more specific enquires to Account Handlers. 
  • Post - sending out product leaflets, brochures and information packs by post or email to clients.  Opening, stamping and distributing incoming post to office staff and envelope stuffing and sending out of the weekly renewal documents and statements to clients during peak periods.  Making up information packs in preparation for issue to clients.
  • Filing & Archiving - filing and document management using both electronic and paper-based systems.  Liaising with colleagues and contractors regarding archiving and shredding of documents.
  • Word processing - sending letters and emails to clients in response to requests for information.  Assisting the Marketing Executive with proof reading of documents being prepared for issue by Unity, from proposal forms and policy documents to advertisements and articles in magazines.
  • Scout Incident Report Forms - assisting the Liability & Insurance Advisor with monitoring and processing of incoming incident report forms and claims reporting, logging and entering all accident and incident data onto the system.
  • Payment Processing - processing of debit/credit card payments and cheque processing when required as a back up to the Finance Officer at busy periods or in their absence.
  • Visitors - greeting clients/visitors to the office and arranging facilities for meetings including parking permits. 
  • Housekeeping - ensuring the office and kitchen areas are kept neat and tidy with supplies being safely stored. 
  • Office Supplies - ensuring office supplies are kept up to date and order replacements in good time.  Sourcing supplies at best possible costs. Dealing with deliveries and storage of goods delivered.

Requirements and prospects

Desired skills

  • Delivering excellent customer service
  • Good telephone skills and ability to empathise
  • Good oral and written communications skills, ability to explain things in clear, plain English
  • Accuracy and good attention to detail in all oral and written work
  • Good organisational skills
  • Ability to remain calm under pressure
  • Ability to deal with a variable workload

Personal qualities

  • Team player
  • Polite, professional and customer friendly manner

Qualifications required

  • Educated to GCSE (or equivalent) grade C or above in English Language and Maths
  • IT Literate

Future prospects

Within Unity Insurance Services the next logical step for an experienced Office Administrator would be Junior Account Handler.

Things to consider

The National Minimum Wage (NMW) rate for apprentices is £3.50 per hour. This applies to 16-18 year old apprentices and those aged over 19 in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training. We welcome applications aged 16 to 19, but recruitment would be based on merit. We welcome applications from candidates living in West Sussex. Training on the Apprenticeships Programme for 16 to 18 year olds is a priority and fully-funded by Government. Training for Apprenticeships for those over this age is part funded, with employers expected to make a part or full contribution.

About the employer

Unity Insurance Services is a specialist charity insurance broker who is also owned by a charity, The Scout Association. The entire business is focused on arranging the right insurance cover at the right price with great service for Charities Voluntary groups Social enterprises Community interest companies Community groups


Unity Insurance Services Ltd


Unit 10 10A

The Quadrant

60 Marlborough Road


BN15 8UW

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Training provider

Training will be provided on the job along with mandatory e-learning courses and soft skill courses provided by The Scout Association

Apprentices attend college once a week and all components of the Apprenticeship Framework are covered within day release.  Visits are also made to the workplace for observation and assessment
The Apprenticeship is made up of the following components:
1. Diploma L2 - this is the practical and technical based component where the apprentice demonstrates that they have the skills and knowledge to meet the required national standard.  Exams are taken for each module of the Certificate
2. Functional Skills, if required, are delivered at the college and are made up of English and Maths. The Apprentice builds up a portfolio of both to show they are able to effectively communicate and use numbers in the workplace.  Each Functional Skill is assessed by an online test and a portfolio of evidence. The level of Functional Skill will depend on the level of the apprenticeship.
4. ERR (Employment Rights and Responsibilities). This component is used to make Apprentices aware of their employment rights and responsibilities. The apprentice completes this component in question and answer format in a workbook
5. PLTS (Personal Learning and Thinking Skills) comprises six groups of skills that together with the Functional Skills are essential to success in learning, life and work. These are; managing one's self, managing relationships with others, managing one's own learning performance and work. These are embedded within the other components of the apprenticeship framework

Apprenticeship framework

Business and Administration

Training provider


Applications for this apprenticeship are being processed by City College Brighton & Hove


Hayley Warne 01273 667788

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Closing date: 01 Oct 2017