Customer Service Advisor (Insurance) Apprentice

NFU Mutual South Somerset

ILMINSTER (TA19 9DQ)

Closes in 8 days (Wednesday 7 October 2026 at 11:59pm)

Posted on 24 September 2026

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Summary

A role enabling apprentices to build a sound knowledge in insurance and customer service, as well as office-based work.

Wage

£14,560 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, 9am to 5pm with a 1 hour unpaid lunch break.

35 hours a week

Start date

Monday 19 October 2026

Duration

1 year 3 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

  • Answering inbound calls
  • Providing changes to existing policies such as change of vehicle, change of address and adding drivers
  • Providing new business quotes to new and existing customers
  • Passing over calls for non-motor or home insurance products to other members of staff
  • Speaking with underwriters about policies
  • Responding to customer queries by phone and email, with occasional in-person queries
  • Dealing with payments for policies over the phone

Where you'll work

NFU OFFICE
PARK VIEW
EAGLEWOOD PARK
ILMINSTER
TA19 9DQ

Training

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

Training provider

YEOVIL COLLEGE

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.

Training schedule

The apprenticeship training is delivered through a combination of workplace learning and regular college attendance. This training will teach you the knowledge, skills and behaviours set out in the Customer Service Practitioner Apprenticeship Standard. On completion the apprentice will receive the Customer Service Practitioner Level 2 qualification. Functional Skills in maths and English may also be required depending on current level.   

More training information

We provide in-house bespoke training for products which are assessed via multiple choice questions initially, and then in-person role plays and shadowing. We work in a regulated industry and compliance is very important. We follow set scripts for certain transactions, and there are pieces of information we must provide customers with in order to work compliantly.

Requirements

Essential qualifications

GCSE in:

  • English (grade 9 – 4 / A* - C)
  • Maths (grade 9 – 4 / A* - C)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Presentation skills
  • Number skills
  • Analytical skills
  • Logical
  • Team working
  • Patience

Other requirements

You MUST be prepared to commit to your work and training for the duration of the apprenticeship. In some cases, you may be required to have a telephone interview with Yeovil College prior to your application being passed on. If a suitable candidate is found prior to the advertised closing date, it may close earlier so please apply early to avoid disappointment.

About this employer

NFU Mutual South Somerset is based on the Dillington Estate just outside Ilminster. We provide a range of insurances, but this role will focus on Motor policies initially, moving onto Home insurance within the first 6 months. We are a small team of around 18 people carrying out various roles from sales through to admin.

https://www.nfumutual.co.uk/agent-offices/south-somerset/ (opens in new tab)

Company benefits

  • 25 days holiday plus Bank Holidays

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

  • Our policy is to promote from within, and many of our staff started in roles like this before moving up to Sales, Account Management and Managerial roles.

Ask a question

The contact for this apprenticeship is:

YEOVIL COLLEGE

Gabrielle Cobner

studentrecruitment@yeovil.ac.uk

01935845380

The reference code for this apprenticeship is VAC2000055417.

Apply now

Closes in 8 days (Wednesday 7 October 2026 at 11:59pm)