The New Business & Agency team provide front-line telephony and administrative support to intermediaries to ensure that their customers applications for protection and health care are processed in an efficient and timely manner. The Member Servicing Team are the front door to the company and as the first point of contact for our members. They also support the company in reaching its stated goals and strategy by providing a first-class service during each transaction. The Customer Service (Business Administrator) Apprentice is therefore expected to operate at a high level of competency and productivity, delivering outstanding customer service in line with our company values whilst demonstrating an excellent level of knowledge and understanding of all our products, systems, and processes.

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

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 inbound calls and email demand on a ‘First Time Resolution’ basis, answering requests in line with our service levels, creating the ideal customer experience to drive the right outcomes.
• To process new applications in an efficient manner to ensure our customers have their valuable cover in place so they are protected in the event of illness, injury, or death.
• 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.

LIST OF DUTIES

• Scanning
• Sorting of post
• Packing of documents.
• Answering inbound and making outbound calls to all customers.
• Reception duties.
• Responding to customer emails and letters.
• 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:
One day a week (during term time) at Exeter College working towards a Level 3 Business administration.

Additional Information:

• 6 GCSEs grade 4 / C (or equivalent) and above.