Customer Service Apprentice

Summary

Diligenta are market leaders in the Life and Pensions administration sector. We are recruiting enthusiastic individuals who are passionate about life and giving an excellent customer experience and who are keen to develop their career in the finance sector.

Wage

£24,570 a year

Check minimum wage rates (opens in new tab)

Eligibility for an annual discretionary bonus scheme

Training course

Customer service specialist (level 3)

Hours

Monday - Friday shift are between 9am and 7pm - for example 9am - 5pm, 10am - 6pm, 11am - 7pm

37 hours 30 minutes a week

Start date

Monday 1 September 2025

Duration

1 year 3 months

Positions available

14

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

You will be working in a modern office environment, with a relaxed dress code, and a team that is here to support you in your career and personal development that could lead to other specialist roles within
our business.

Become a digital champion within your role, utilising our range of systems available to you.

Answering calls through our telephony system from policyholders or third parties, using our advanced systems to deal with queries. No sales involved
Using digital and verbal communications to support both internal and external customers
Supporting and resolving customer requirements for changes on policies and submitting work requests to the back-office team through our digital platforms, to ensure that customers are fully informed and necessary documents are sent
Identifying, logging, and resolving complaints from policyholders or third parties through our various systems
Keeping up to date with process changes, system updates and policies, including IT Security and GDPR regulations

Where you'll work

This apprenticeship is available in these locations:

Winterthur Way, Basingstoke, RG21 6SZ
Stoke Gifford, Bristol, BS34 8SW
Peterborough Business Park, Lynch Wood, Peterborough, Cambridgeshire, PE2 6FY

Training

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

College or training organisation

INSTEP UK LIMITED

Your training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Specialist Level 3.

The programme’s delivered in 6 modules across 13-months. Each module consists of three components, based on our learning methodology:

Ignite: Online activities that participants complete before the Masterclasses, helping to engage them in the topic. Approximately 3 hours per module

Immerse: Masterclasses where participants get the opportunity to bring what they learn to life with practical activities and interact with other learners. 6 x ½-Day Masterclasses.

Impact: Activities completed after the masterclass to help participants reflect upon their learning. They are also designed to capture evidence of the knowledge that has been gained, and the skills and behaviours that have been embedded. This helps to build the portfolio of evidence that participants need for their End-Point Assessment. The time requirement varies depending on the complexity of the activities per module but equates to roughly 4 hours per month.

The total duration of the apprenticeship including the End-Point Assessment is 15 months.

You will receive 1-2-1 coaching from your Instep tutor.

More training information

Instep UK Ltd is a specialist solutions provider with over 30 years of experience supporting PLC’s and large businesses across industries. We offer innovative education and training solutions, through the delivery of apprenticeships, and commercial training across the country and overseas.

Our accredited apprenticeship programmes are designed to complement employers’ existing in-house training provision and improve each learner’s knowledge, skills and behaviours as part of their career development.

As an education innovator, we constantly adapt our products and services and invest heavily in the development of our online platforms, all with the aim of creating a better learning experience.

Here at Instep UK Ltd we truly believe our mission statement - ‘We develop businesses by developing people’ and this underpins everything that we do.

Our unique approach provides the optimal mix of on-the-job training and remote classroom learning, delivered by experienced industry professionals.

Requirements

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
IT skills
Customer care skills
Problem solving skills
Administrative skills
Non judgemental
Patience
Desire to learn

About this company

Diligenta is a market leader in the Life and Pensions sector, providing administration services to many of the best-known financial services companies in the UK. We provide services to one in four of the UK’s population administering more than 23 million policies, providing a wide range of services including Customer Services, IT and Change Management to major life and pensions insurers. Our aim is to be acknowledged as the 'best in-class’ platform-based Life and Pensions Administration Service provider and drive a culture that is founded on positive change, diversity and people development. We aim to solve problems clients can't solve themselves, through our exceptional services and diverse platforms, all of which gives us our distinct personality. Our extensive digital platforms allow us to provide the excellent customer experience which is at the heart of everything we do. We also believe that providing an excellent employee experience is just as important. We care about the moments that matter and work at delivering diverse solutions every day. We at Diligenta believe that a diverse mix of talented and ambitious people helps us better understand and respond to our client customer needs. Working in customer facing roles can be extremely rewarding, and by using a range of digital platforms to find the optimum solution for your customer, you can help people achieve goals and play a direct role in the success of the busines

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

Company benefits

31 days annual leave including bank holidays Company pension Employee discounts Health & wellbeing programme Personal & Career Development opportunities Life insurance & group income protection On-site parking Sick pay Work from home

After this apprenticeship

There are many exciting career pathways available within the organisation following successful completion of your apprenticeship. This maybe in Customer Services and other specialist roles in Diligenta.

Ask a question

The contact for this apprenticeship is:

INSTEP UK LIMITED

Victoria Douglas

vdouglas@instepuk.com

The reference code for this apprenticeship is VAC1000321499.

Apply now

Closes in 9 days (Sunday 15 June 2025 at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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