Apprentice Customer Service Advisor

Summary

This is an exciting opportunity to join NFU Mutual in Holt as an Apprentice Customer Service Advisor. The successful applicant will be working alongside the expanding team renowned for its quality service within the insurance industry.

Wage

£14,560 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday-Friday 09.00-5.00

35 hours a week

Start date

Monday 1 September 2025

Duration

1 year

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

The successful applicant will work within the different departments at NFU Mutual ensuring that they gain a great understanding of the high quality insurance service being provided to its clients.

The apprenticeship will entail providing administrative assistance as instructed by the departmental managers.

We need an individual who is motivated, can demonstrate initiative and attention to detail. In return we can offer you comprehensive training, a pleasant working environment, and the opportunity to be part of a team that values excellent service, daily duties will include:

· Review and advise upon customer general insurance requirements

· Process and despatch renewal documentation to Agency standards

· Administer all networking instructions to meet agency completion standards

· Preparation of letters for posting and franking of mail

· Filing of notes and correspondence as directed

· Maintain record keeping requirements for your role

· Learn and operate NFU Mutual CRM and Accounts systems

· Produce correspondence to require timeframes and quality standards

· Perform other duties as assigned by Agent / Senior Agent

· Identify and initiate cross selling opportunities and activities to new and existing customers

· Comply with all applicable sections of the NFU Mutual General insurance Compliance Manual for agency network, the Agent’s Claims Guide, the Agency Guide and local Agency procedures

· Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licences

Implement customer money collection and processing procedures to maintain agency credit control

Where you'll work

5 Beacon House
Turbine Way
Swaffham
PE37 7XJ

Training

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

College or training organisation

POULTEC TRAINING LIMITED

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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Math's (grade 4)

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
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Logical
Team working
Patience

About this company

For more than a century,  we have provided quality insurance to customers, their families, and their businesses, as well as supporting the communities they live and work in

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

After this apprenticeship

Potential Full-time employment

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