Customer Service Advisor Apprentice

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 taken on the consumer's file depending on the type of policy, to stop repeat calls.

4. Offer midterm adjustment 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:

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.

Training Outcome:

Successful completion of the apprenticeship could lead to a higher-level apprenticeship or full-time employment for the right candidate.

Employer Description:
Providing a wide range of insurance to customers in the United Kingdom since 1995 One Call Insurance lets you compare car insurance, home insurance, van insurance, motorbike insurance and travel insurance from our panel of trusted insurance providers. As well as these, we also offer many other insurance products and services including temporary insurance, learner driver insurance and breakdown. We know value is a key factor when choosing who you purchase your insurance from. It’s not all about who is cheapest though. We try to offer customers added benefits you don’t get with other providers.

Working Hours :
30 hours in office (4 days a week) with 7.5 hours day release weekly – Monday – Friday with day release day up for discussion.

Skills:
Communication skills,Attention to detail,Customer care skills,Problem solving skills,Administrative skills,Logical,Team working,Initiative,Non judgemental,Patience