Customer Service Advisor Apprentice NFU Mutual Chichester & Horsham

This is a customer service telephone role, where you will be responsible for providing outstanding service to our policy holders. You will be trained to deal with a range of personal insurance policies, to discuss, amend and advise accordingly to ensure great customer outcomes.

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Closing date: 12 Dec 2023

Apprenticeship summary

  • Annual wage


  • Working week

    Monday - Friday 9.00am - 5.00pm with an hour for lunch.

    Total hours per week: 35.0

  • Expected duration

    17 Months

  • Possible start date

    18 Dec 2023

  • Date posted

    14 Nov 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What you will do in your working day

  • Review and process amendments to policies arising from changes to cover and circumstance, seeking opportunities for cross-selling, meeting the customer service standards and ensuring cover is appropriate
  • Manage your own tasks and activities as well as the branch’s
  • Deliver and contribute to the effective and efficient running of the branch including managing and directing correspondence, processing renewals, stationery and filing, to maintain customer relationships, to enhance and protect NFU Mutual’s reputation and brand
  • Identify, analyse and collate data relating to existing customers to generate prospects for general insurance products and potential cross-selling opportunities
  • Collate, analyse and evaluate information for existing target customers to promote and sell, within licensed authority commercial and private general insurance products, ensuring compliance with sales quality and advice standards and regulatory requirements
  • Policy cancellation refunds and non-payment of premiums, to prevent loss, prevent money laundering, meet customer service standards and maintain profitable growth
  • Maintain your own knowledge and skills to sell professionally and compliantly, delivering a consistently good experience to customers to meet the requirements and standards of NFUM, T&C scheme and our regulators
  • You are the first line into the office on the phone, emails and walk-ins
  • You must be professional and represent NFU Mutual Horsham at all times

The training you will be getting

  • Customer Service Practitioner Level 2 Apprenticeship Standard
  • End Point Assessment

What to expect at the end of your apprenticeship

The CSA role is one of the most important in the agency - the skills you learn here could support development into a wide range of roles including but not limited to - Sales, Relationship Manager, Claims management.

Requirements and prospects

Desired skills and personal qualities

IT skills, Problem solving skills, Team working, Initiative, Customer Service Experience, Be a self-motived individual, Charismatic with people, Good time management, Excellent organisation skills, Willing to learn, Enthusiastic & self motivated, Individual and agency targets, Prioritise customer needs, Manage workloads effectively, Build customer relationships, Excellent written skills, Excellent verbal skills, Flexibility, Adaptability, Openness to new ideas


GCSE or equivalent English (Grade A* - C / 9 - 4) Essential
GCSE or equivalent Maths (Grade A* - C / 9 - 4) Essential

Things to consider

The location is well situated. Things to consider – It is an open office environment and regular pattern of Monday to Friday 9am-5pm. This role does not have standard flexi working and is not suited to home working.

About the employer

Insurance and Financial Services Provider.


NFU Mutual Chichester & Horsham





RH12 3LZ

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Tracey Chaplin


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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