Customer Services Advisor Apprentice INVICTA INSURANCE SERVICES LIMITED

Customer service role, working for a busy Insurance company to include customer enquires received by telephone, post, facsimile, email and other means.

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Closing date: 31 Oct 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Typical hours: Monday: 9.00am - 5.30pm Tuesday:9.00am - 5.30pm Wednesday: 9.00am- 5.30pm Thursday: 9.00am - 5.30pm Friday: 9.00am - 5.30pm Saturday: 9.00am - 1.00pm Personal Lines staff are required to work one in two Saturdays

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    01 Nov 2017

  • Date posted

    13 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

  • Reporting to Personal Lines Manager
  • To act in a compliant and professional manner at all times.
  • To maximise margins and renewal retention by ensuring that the company procedures are carried out in a timely manner.
  • To maximise new business conversion through effective sales closure.
  • To resolicit failed quotations and lapsed policies to maximise sales revenue.
  • To maximise cross-selling and up-selling opportunities through proactive initiatives, such as capturing customer’s renewal dates.
  • To implement marketing initiatives that generate organic leads.
  • To generate revenue through appropriate referrals from partners.
  • To carry out competitor comparisons, including benchmarking opening hours, working practises, TOB, premiums, fees and literature.
  • To process midterm adjustments on client’s policies, and challenge and endeavour to save cancellation requests.
  • To maintain service levels in accordance with customer expectations and the company service standards.
  • To handle customer enquires received by telephone, post, facsimile, email and other means.
  • To ensure that all work is carried out to the highest standards and is compliant with office procedures manual and our regulators.
  • To develop and maintain good relationships with Insurers and knowledge of existing and new products.
  • To handle first response complaints in a timely manner.
  • To be aware of the company business plan and its main objectives.
  • To assist with the integration of acquired books of business.
  • To carry out any other duties as reasonably requested by the line manager.

Requirements and prospects

Desired skills

  • Computer literate
  • Excellent oral and written communication skills
  • A clear and confident telephone manner

Personal qualities

  • A desire to provide an excellent level of customer service and produce work of the highest quality
  • Confident and quick to learn
  • Ability to multi task and prioritise responsibilities

Qualifications required

At least 5 GCSE’s at A to C or equivalent, including Mathematics and English Language

Future prospects

On completion of the apprenticeship, the member of staff can study towards Cert CII qualification and become a full time experienced Customer Services Advisor. Possibility of team leader role in the Personal Lines Department as well as transferring to our Commercial Department.

Things to consider

It is essential for candidate to have full driver’s licence and vehicle or be able to reliably get to work. Working environment: The company occupies the whole building in Riverhead (approximately the size of a house). Each department occupies their own office space. Personal Lines and Accounts have offices downstairs whilst Commercial and the MD occupies offices upstairs.

About the employer

General Insurance Broker




Invicta House

Amherst Hill


TN13 2EL

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Training provider

L2 Customer Service

Alongside the full apprenticeship Framework for Customer Service apprentice you will also receive on the job training from your work colleagues and mentor.

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by West Kent and Ashford College


Katarzyna Chyla (Katie) 01732853912

Before you apply

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Closing date: 31 Oct 2017