Customer Service Advisor Apprentice

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

What you'll do

• 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

Training

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.

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.

After the apprenticeship

• 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.

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

Qualifications

• Essential: GCSE, English (grade 9 – 4 / A* - C)
• Essential: GCSE, Maths (grade 9 – 4 / A* - C)

Things to consider

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.

Benefits

• 25 days holiday plus Bank Holidays

About the 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.

Apprenticeship details

• Course: Customer service practitioner (level 2), Sales, marketing and procurement
• Apprenticeship level: Intermediate (level 2)
• Training provider: YEOVIL COLLEGE
• Expected duration: 1 Year 3 Months
• Hours: 35 hours a week. Working week: Monday to Friday, 9am to 5pm with a 1 hour unpaid lunch break.
• Start date: 2 November 2026
• Positions available: 2
• Wage: £14,560 a year