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Customer Service Level 2 Apprentice Innovation Group Plc

Do you thrive in a fast-paced working environment? We have a unique opportunity within our call centre for individuals to build a career with an organisation that takes pride in the development of its people, and provides opportunities for career progression, developing a unique professional skillset that crosses industries.

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Closing date: 03 Dec 2021

Apprenticeship summary

  • Weekly wage

    £210.00 - £311.85

  • Working week

    Monday - Friday 9am - 5pm with an hour lunch break.

    Total hours per week: 35.00

  • Expected duration

    13 months

  • Possible start date

    13 Dec 2021

  • Date posted

    26 Aug 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001757589

  • Positions

    5 available

Customer Service Advisor

Innovation Group

Whiteley

Wage structure based on length of time with company during apprenticeship (see below)

Monday-Friday 9am-5pm with an hour lunch break, 35 hours a week

We deliver transformational expertise to the world’s leading insurers, brokers, fleet managers and automotive manufacturers, helping them to open new growth frontiers with revolutionary solutions. We help the global insurance market to handle millions of claims each year in the most cost-effective and efficient ways possible – representing savings of tens of millions of pounds.

Do you thrive in a fast-paced working environment? Are you a good listener? Do you have the enthusiasm and desire to deliver outstanding Customer Service working as part of a friendly team? 
If this sounds like you and you are ready to take on your next challenge, then please read on!  We have a unique opportunity within our call centre for individuals to build a career with an organisation that takes pride in the development of its people, and provides opportunities for career progression, developing a unique professional skillset that crosses industries.

The role

This position will be responsible for communicating with customers who have been involved accidents, as well as liaising with many different stakeholders to ensure that the customer is back on the road as soon as possible and the claim is settled. This role is fast paced working within provided guidelines ensuring structure to keep the company on track to deliver an exceptional customer experience to the required standards and agreements.

  • Liaise with internal and external customers/stakeholders
  • Answer stakeholder queries and questions, providing excellent customer service 
  • Ensure the claims management system is accurate and current
  • Monitor KPIs and articulate when we are not on track
  • Answer inbound and outbound telephone enquiries, selling services where required 
  • Adhere to service levels and standard in line with our client philosophy
  • Maintain accurate and timely completion of case notes
  • Ensure that all client and customers’ expectations are met and exceeded 
  • Comply with all regulatory requirements and company policies

Wage structure:

  • 0 – 6 months £6.00 per hour
  • 6 – 12 months £7.00 per hour
  • 12+ months £8.91 for those over 23, £8.40 for those under 23

Requirements and prospects

Desired skills

  • Ability to meet agreed SLA’s, KPI’s and objectives
  • Ability to challenge customers professionally when required
  • Competent in the use of Microsoft office (Word, Excel, PowerPoint and Outlook)
  • Collaborative and results orientated
  • Excellent communication skills

Desirable but not essential

  • Previous call centre experience
  • Knowledge and understanding of insurance market

Personal qualities

  • Flexible and adaptable
  • Models appropriate behaviours
  • Remains calm under pressure
  • Ability to work on own as well as part of a team
  • Self-motivated, ability to understand the customers’ needs and perspective, empathetically and professionally

Desired qualifications

GCSE 9-2/A*-E in English and maths or Functional Skills Level 1 in both

There is no college attendance. Due to this, applications with less than the required grades will not be considered. Equally, applications received without stating maths and English GCSE/Functional Skills results will not be considered.

Future prospects

If you are looking for the opportunity to progress, this is the ideal role. With the right attitude and the desire to develop your skills then there is always room to progress. Over 80% of our management and support team started off in a similar customer service role! At Innovation we care about internal progression, who better to help the company strive forwards than the very people who made it possible?


About the employer

We deliver transformational expertise to the world’s leading insurers, brokers, fleet managers and automotive manufacturers, helping them to open new growth frontiers with revolutionary solutions. We help the global insurance market to handle millions of claims each year in the most cost-effective and efficient ways possible – representing savings of tens of millions of pounds.

Employer

Innovation Group Plc

Address

1300

Parkway

Fareham

PO15 7AE

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Training

Training provider

HIGHBURY COLLEGE PORTSMOUTH

Applications for this apprenticeship are being processed by Highbury College

Contact

Heather Murray 02394 211959 heather.murray@highbury.co.uk

  • Level 2 Customer Service Practitioner Apprenticeship standard

The Customer Service Practitioner Apprenticeship standard includes:

  • Knowing your customers
  • Understanding the organisation and meeting regulations and legislation
  • Understanding your role and responsibilities
  • Showing good
  • Product and service knowledge
  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Team working
  • Dealing with customer conflict and challenge
  • Equality – treating all customers as individuals
  • Presentation – dress code and professional language

What attendance is required?

Your assessor will liaise with you to set up mutually convenient times for consultation and assessment visits at your place of work. Attendance at College may be required to complete some parts of the knowledge units.

It is a Government requirement for you to spend 20% of your apprenticeship working towards your “Off the Job Learning” – off the job learning can consist of college attendance, homework/coursework, project related work, employer training, mentoring, and coaching – plus a number of other tasks (more information can be shared).

Learning and assessment

Apprentices build a portfolio of work and workplace assessors will be in regular contact to provide support, and to arrange on-site visits to observe the apprentices’ ability and skills in their daily role. It is important for the apprentice to take ownership of their own learning by seeking out opportunities to gain new skills on the job with the employer. The apprentice’s final grade will be determined by collective performance in the three assessments in the endpoint assessment.
The three assessments are:

  • Online Knowledge Based multiple choice questions
  • Portfolio Based Interview
  • Project Improvement Presentation

What qualifications will be achieved once completed?

  • NCFE Level 2 Certificate in Principles of Customer Service
  • Customer Service Practitioner

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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