Customer Service Apprentice

5 months ago

Exeter, United Kingdom Exeter College ApprenticeshipsThe Exeter Full time

**Key responsibilities**:

- Deliver excellent customer service, through telephony, and written communication following, Consumer Duty principles to ensure we our customers outcome and expectations in mind.
- Be strongly aware of how excellent service builds our relationships and helps deliver our growth strategies.
- Be competent to undertake policy reviews, clarification of terms and conditions policy, retention activities, recognising vulnerable customers and ensure we deliver the correct outcomes.
- To maintain a collaborative working relationship with all areas of the business so that we provide a joined-up seamless service to our customers.
- Undertake regulatory training to develop skills, ownership of personal development and keep knowledge relevant and up to date.
- Identify and recommend opportunities for process and customer journey improvements and work with others to deliver solutions through a ‘Thinking’ mindset and methodology encouraging this across the team.
- To be trained to complete back-office tasks and be accountable within the customer services department to support demand from our customers.
- Adapting their style for both our members and supporting intermediaries in line with our core brand values and behaviours to the benefit of our customers.
- To manage all medical evidence supplier communications with regards to the new business pipeline and provide administrative support to the underwriting team.
- To collaborate with all Customer Service and Distribution teams and our third-party suppliers to provide a joined-up seamless service to our Intermediary partners.

**Other responsibilities.**

Adhere to the Financial Conduct Authority Individual Conduct Rules, and The Exeter’s Expectations Throughout the duration of your apprenticeship, you will be provided with a fixed term contract. You will also be fully office based. Once you have completed and passed your apprenticeship and providing you meet The Exeter’s probation criteria, you will be offered a full-time position in our Customer Service team where you will be able change from fully office based to hybrid working should you wish too.

**Benefits of working for The Exeter**:

- 27days' holiday plus 8 Bank/Public Holidays.
- 1 day off for your Birthday. - Annual Company Bonus (T&Cs apply).
- Perkbox - provide discounts and free perks.
- Cycle to Work Scheme
- Employee assistance programme

**List of Duties**
- Scanning
- Sorting of post
- Packing of documents.
- Answering inbound and making outbound calls to all customers.
- Reception duties.
- Processing back-office customer requests

Hours: 35.00 per week

About the employer:
The Exeter is a mutual insurance company that sells health, income protection, and life insurance within the UK financial services industry. Over the years, we’ve won lots of awards for our customer service and products and have a long history of supporting people if they become ill or cannot work. In fact, our roots can be traced back to 1888. Being a mutual means that we are owned by our customers (who we like to call our members) rather than shareholders. This allows us to invest our profits back into our business to benefit them, their financial advisers, and our colleagues.

Requirements and Prospects:

- Have good listening skills and be able to provide understandable responses to customers with attention to detail.
- Have excellent organisation and prioritisation skills.
- Have effective communication skills, both oral and written, enabling you to manage difficult situations.
- Computer literature and familiar with Microsoft office, including Outlook, Word, and Excel
- Be enthusiastic and motivated to do an excellent job.
- Be a good relationship builder with a high sense of customer service.
- Be flexible in the face of change and seek to promote and incorporate change.
- Be collaborative in their approach.
- Can put themselves in other people’s shoes and appreciate the value that everyone brings.
- Be open-minded and respectful of others.
- Always looking to grow, learn and develop.

With the right attitude, behaviours, and the time to develop, this role could lead to a claim’s assessor or Underwriter.

Training Provided:
Additional Information:
6 GCSEs grade 4 / C (or equivalent) and above.

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