Customer Service Apprenticeship

Summary

To deliver the highest standards of Customer Service for pension administration to NFP clients following and updating administrative procedures and processes.

Wage

£14,560 a year

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Training course

Customer service specialist (level 3)

Hours

Monday - Friday.

35 hours a week

Start date

Tuesday 15 July 2025

Duration

1 year 6 months

Positions available

2

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

To efficiently process all duties expected of a Pension Administrator
Understand pension auto-enrolment legislation and requirements to support client written and telephone enquiries accurately, and process pension data accordingly
Able to review and understand client data provided in Excel
Producing and cross-checking pension contribution schedules within agreed timeframes
Maintaining records using NFP software
Ensure that client files are kept accurate and up to date
Ensure that all client history (at both the employer and employee levels) is fully documented
Working with the Pensions Regulator – online / telephone and email
Completing, issuing and recording statutory documentation in line with pension legislation
Working with a variety of pension providers/insurance companies - online / telephone and email
Answering employer/employee queries via telephone or email
Work with colleagues on routine outstanding work, ensuring clients are aware and understand requirements/consequences
Support the day-to-day workloads of the team, including inbox enquiries
Manage own allocated workload, taking on additional tasks during quiet periods
Report client dissatisfaction to the Team Lead and the Head of Customer Service accordingly
To develop, understand and work with clients under all systems and services within the Pension Team
To book client/employee calls with the Consultants/Wealth Management Team as required

Where you'll work

Sugarbrook Court, Aston Road
Bromsgrove
B60 3EX

Training

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

College or training organisation

METAGEDU APPRENTICESHIPS LTD

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

The successful candidate will complete a Customer Service Level 3 Apprenticeship standard.

Requirements

Essential qualifications

GCSE or equivalent in:

Maths (grade 4-9)
English (grade 4-9)

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
Organisation skills
Customer care skills

About this company

NFP, an Aon Company, is a people and insurance risk management business that creates local and international sustainable solutions for organisations and employees.

After this apprenticeship

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

Ask a question

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