Customer Services Apprentice (Insurance)

TL;DR

Customer Services Apprentice (Insurance): Handling inbound customer queries and policy changes within a high-energy insurance contact center with an accent on service quality and KPI achievement. Focus on resolving complaints, managing policy updates, and providing exceptional customer experiences.

Location: Liverpool, UK (Hybrid). Must have at least one year remaining on Graduate or Post-Study Work visa; no visa sponsorship provided.

Salary: £19,148 (increasing to £26,938 - £28,609 after apprenticeship)

Company

A national leader in specialist insurance with over 40 years of expertise and a team of over 1,700 people across the UK.

What you will do

• Handle inbound calls and webchats regarding insurance policy queries and updates.
• Resolve customer complaints using empathy and problem-solving to improve satisfaction.
• Meet and exceed KPIs and quality standards through regular call audits.
• Act as a brand ambassador, providing high-quality "VIP" service to all customers.
• Participate in the Apprenticeship Programme, including monthly masterclasses and 1:1 coaching.
• Dedicate six hours per week to study and professional development.

Requirements

• Strong communication skills for phone and webchat interactions.
• High levels of motivation, drive, and a goal-oriented mindset.
• Empathy and patience when dealing with customers in difficult situations.
• Keen attention to detail for managing insurance policy accuracy.
• Must be based in or able to work from Liverpool (Hybrid).
• Minimum one year remaining on Graduate or Post-Study Work visa.

Culture & Benefits

• 35 days’ holiday (including bank holidays) with buy/sell options.
• 24/7 mental health support and free counselling.
• Hybrid working options to support work-life balance.
• Flexible benefits, including early access to salary via internal platform.
• Structured career growth with training, leadership programs, and salary increases.