Apprentice Customer Service Advisor - Intermediate (Level 2)



Training Provider:


Weekly wage £146.25
37.5 hours per week Monday - Friday: 9:00 am - 5:00 pm, 30 minutes lunch.
duration: 16 months
start: 14 August 2020
Intermediate (Level 2)
Customer service practitioner (apprenticeship standard)
31 July 2020 (application closing date)
Apprentice Customer Service Advisor based in Delph, Oldham.


  • Carry out desk-top handling of insurance claims
  • To provide administrative support and handle incoming and outgoing calls for the insurance function and ensure the delivery of service to our clients to the required standards.
  • Work flexibly, in a rapidly developing office environment

Key Responsibilities;  

  • Communicate effectively when making outbound or taking inbound calls
  • Develop and maintain working relationships with both internal and external customers
  • Take incoming instructions, manage and appoint the appropriate claim roles
  • Ensure that KPIs and deadlines are met throughout the insurance claims handling process
  • Update company systems’ ensuring all information is recorded in an accurate and timely manner and in accordance with company processes and procedures.
  • Close down of insurance claims on completion of works ensuring that all necessary paperwork and management information is in place
  • Conversion of claims to invoice to the appropriate party
  • Maintenance of claims data on claims database system
  • Ensure full compliance with the Data Protection Act 1998 at all times
  • Ensure average lifecycle is kept to a minimum through proactive claims handling
  • To act as a contributing member of the team and undertake such other duties as reasonably required

Future Prospects

To continue onto full time employment.

Reality Check

The Apprenticeship National Minimum Wage guide (ANMW):

Skills Required

  • Strong interpersonal skills and able to communicate, both verbal and written at all levels within the organisation
  • Numerate and methodical with a keen attention for detail 
  • Strong organisational skills and the ability to work to tight deadlines and schedules 
  • Competent in the use of Microsoft Office i.e. Word, Excel and Outlook

Qualities Required

  • Possesses or Working towards Cert CII or equivalent 
  • Polite, pleasant and confident telephone manner 
  • Capable of working under own initiative and without supervision 
  • A proactive self-starter and demonstrate a can-do attitude 
  • Keen and willing to learn
  • Punctual and reliable

Qualifications Required

GCSE or equivalent at grades A* - C (9 - 4) in maths and English.

Training Provided

Intermediate level 2 Apprenticeship in Customer Service, including NVQ and functional skills maths and English. Work based learning.

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