Customer Service Apprentice

Summary

A fantastic apprenticeship opportunity has become available at Coventry’s largest independent insurance brokers, Peacock Insurance. In this apprenticeship you will learn all about the administration and customer service processes in Commercial Insurance and play an integral part of the success of the business.

Wage

£15,220 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 9.00am - 5.30pm (with an hour for lunch) and 1 in 4 Saturdays, 9.00am - 2.00pm.

37 hours 30 minutes a week

Start date

Tuesday 1 July 2025

Duration

1 year 6 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

As a Customer Service Apprentice, you will play a crucial role in supporting the success of our business. Your responsibilities will include:

Engage with clients, answer enquiries which could be via phone and email.
Learn and apply customer service best practices to enhance client
satisfaction
Provide administrative support, including data entry, document and diary management
You will also collaborate with the team to ensure seamless customer experiences and contribute to the company’s growth
Familiarise yourself and adhere to compliance procedures relevant to Financial Services, including Data Protection Regulations

Where you'll work

1410 SPRING PLACE
HERALD AVENUE
COVENTRY BUSINESS PARK
COVENTRY
CV5 6UB

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

WARWICKSHIRE COLLEGE

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

You will develop the Knowledge, Skills and Behaviours to meet the standards of achievement for the Customer Service Practitioner apprenticeship. You will gather evidence for your portfolio, supported by your mentor and coach, tutors, and employer. At the end of your on programme training and coaching - you will be assessed by an independent End Point Assessor (EPA). You will also attend online Masterclasses every other week.

Qualification achieved: Level 2 Customer service practitioner.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade C/4)

Desirable qualifications

A Level in:

Any (grade C)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
Team working
Telephone skills
Computer Literacy
Microsoft Office
Flexible attitude

Other requirements

Large call volumes, along with emails are expected and good communication skills are required to deal with clients in a positive manner.

About this company

Peacock Insurance Services is an Independent Insurance intermediary which specialises in both Personal and Commercial Insurance policies, such as Landlords, Motor Trade, Home, Liability and more. We have a dedicated team with decades of Insurance experience with an aim to provide a single port of call for all your Insurance needs. Also, we offer dedicated account handlers, who will be happy to provide a no-obligation, site visit quotation/risk assessment.

https://www.peacockinsurance.co.uk (opens in new tab)

After this apprenticeship

There is an opportunity to progress within the business to several roles including customer service and customer care.

Ask a question

The contact for this apprenticeship is: