Customer Service Advisor Apprentice

Onecall Insurance are looking for an ambitious customer service apprentice to join their friendly team. The Customer Service advisor is to be a key person in the efficient & controlled operation, ensuring that they answer queries from consumers. There are many areas of customer service that they will potentially need to deal with.

One Call Values and Attributes

• Building Trust.
• Doing the Right thing.
• Taking Ownership.
• Delivering with passion.
• Continually Improving.

1. Ensure all activities undertaken are done as per the guidelines of the FCA.

2. Achieve and maintain your targets & SPI’s (audit averages, Reviews, Complaints Caused, CPD logs and errors). Must not fail 3 days running.

3. Ensuring correct actions are put on consumers file depending on the type of policy to stop repeat calls.

4. Offer midterm adjustments quotes to consumers and process these issuing cover when instructed, additionally ensuring that the account as a result of the midterm adjustment is posted correctly.

5. Always detail in notes what course of action you have taken on each file, so colleagues can understand what consumers have been advised.

6. Cross-sell legal, breakdown, excess reducer, Total loss top up, HPI and Tools in transit products in the correct way. Ensure that the account is sorted and the relevant notes added.

7. Check through your own personal diary lists to ensure that they are kept up to date.

8. Maintain a good working knowledge of all areas within the department.

9. At all times, providing a high level of customer care and service to ALL customers.

10. Ensure you are asking at the end of all calls if the consumer is happy with the service you have provided.

11. Ensure that Data Protection is practised at all times.

12. Any other reasonable request which may be made of you from time to time.

13. Check banking daily to ensure no errors are made.

You will also build knowledge in: 

• Knowledge of FCA Handbook.
• Bribery Act 2010.
• Financial Services Act 2012.
• Road Safety Act 2006.
• Data Protection Act 1998.
• Fraud Act 2006.
• The Consumer Protection (Distance Selling) Regulations 2000.
• The Financial Services & Markets Act 2000.
• The Financial Markets (Distance Selling) Regulations 2004.

Training will be at Doncaster College by day release where you will access a wide range of facilities on offer.

You will undertake the Level 2 Customer Service Practitioner apprenticeship standard. 

https://www.instituteforapprenticeships.org/apprenticeship-standards/st0072-v1-1

You will undertake Functional Skills for English and/or maths if needed.

You will undertake both on and off-the-job training by a team of industry-qualified professionals to give you the best skills, knowledge, and experience.