Customer Service Apprentice

You will be working in a modern office environment, with a relaxed dress code, and a team that is here to support you in your career and personal development that could lead to other specialist roles within
our business. 

Become a digital champion within your role, utilising our range of systems available to you.

Answering calls through our telephony system from policyholders or third parties, using our advanced systems to deal with queries. No sales involved Using digital and verbal communications to support both internal and external customers Supporting and resolving customer requirements for changes on policies and submitting work requests to the back-office team through our digital platforms, to ensure that customers are fully informed and necessary documents are sent Identifying, logging, and resolving complaints from policyholders or third parties through our various systems Keeping up to date with process changes, system updates and policies, including IT Security and GDPR regulations

Training:

Customer Service Specialist Level 3.

The programme’s delivered in 6 modules across 13-months. Each module consists of three components, based on our learning methodology:

Ignite: Online activities that participants complete before the Masterclasses, helping to engage them in the topic. Approximately 3 hours per module

Immerse: Masterclasses where participants get the opportunity to bring what they learn to life with practical activities and interact with other learners. 6 x ½-Day Masterclasses.

Impact: Activities completed after the masterclass to help participants reflect upon their learning. They are also designed to capture evidence of the knowledge that has been gained, and the skills and behaviours that have been embedded. This helps to build the portfolio of evidence that participants need for their End-Point Assessment. The time requirement varies depending on the complexity of the activities per module but equates to roughly 4 hours per month.

The total duration of the apprenticeship including the End-Point Assessment is 15 months. 

You will receive 1-2-1 coaching from your Instep tutor. 

Training Outcome:

There are many exciting career pathways available within the organisation following successful completion of your apprenticeship. This maybe in Customer Services and other specialist roles in Diligenta. 

Employer Description:
Diligenta is a market leader in the Life and Pensions sector, providing administration services to many of the best-known financial services companies in the UK. We provide services to one in four of the UK’s population administering more than 23 million policies, providing a wide range of services including Customer Services, IT and Change Management to major life and pensions insurers. Our aim is to be acknowledged as the 'best in-class’ platform-based Life and Pensions Administration Service provider and drive a culture that is founded on positive change, diversity and people development. We aim to solve problems clients can't solve themselves, through our exceptional services and diverse platforms, all of which gives us our distinct personality. Our extensive digital platforms allow us to provide the excellent customer experience which is at the heart of everything we do. We also believe that providing an excellent employee experience is just as important. We care about the moments that matter and work at delivering diverse solutions every day. We at Diligenta believe that a diverse mix of talented and ambitious people helps us better understand and respond to our client customer needs. Working in customer facing roles can be extremely rewarding, and by using a range of digital platforms to find the optimum solution for your customer, you can help people achieve goals and play a direct role in the success of the busines

Working Hours :
Monday - Friday shift are between 9am and 7pm - for example 9am - 5pm, 10am - 6pm, 11am - 7pm

Skills:
Communication skills,IT skills,Customer care skills,Problem solving skills,Administrative skills,Non judgemental,Patience,Desire to learn