Apprentice Customer Service Advisor - #413333

Personal Group


Date: Aug 6, 2022
City: Bovingdon, England
Salary: £21,300 / year
Contract type: Full time
Personal Group

An exciting opportunity has arisen for an Apprentice Customer Service Advisor to join our team.



This is a key role to ensure you provide an exceptional service to our customers. What’s great about the role? We are a very close knit, fun and supportive team and will always pull together to ensure the best for our clients!


If you enjoy working in a customer focused role, with excellent communication skills and are passionate about achieving positive outcomes and building rewarding relationships we would love to hear from you!


Duties include:



  • Take a proactive approach in developing own skills and knowledge of all Personal Group plans, policies and claims handling procedures. To include various terms, provisions, limitations and exceptions of all our product

  • Take a proactive approach in developing their skills and knowledge of Hapi and the various aspects of the employee benefit programmes

  • Competently and pro-actively handle all customer enquiries including; claims, policy amendments, cancellation requests, premium related queries and all other product related enquiries within agreed parameters.

  • Competently and pro-actively handle all customer enquiries in relation to Hapi and any other employee benefit programmes including registrations, discount vouchers, e-vouchers, cashbacks and all other queries within agreed guidelines.

  • Focus on retaining business by gaining an in-depth understanding of why a customer wishes to cancel by handling inbound and outbound calls and emails, assisting customers to the best outcome by creating outstanding customer confidence in the service and products offered by Personal Group, and using customer cancellation feedback to inform future changes.

  • Create outstanding customer confidence in the service and products offered by Personal Group. Strive to delight each customer and continually look to exceed expectations.

  • Provide support to other team members as reasonably expected and required

  • Escalating complaints where appropriate with a full knowledge and awareness of FOS SLA requirements.

  • Contribute as a team member, to ensure team Key Performance Indicators are consistently met or exceeded.

  • Ensure compliance with FCA principles and all other legislative requirements.

  • Promote Treating Customers Fairly (TCF) = Treating each customer appropriately and responding to individual needs. Displaying both empathy and understanding.

  • Ad hoc support to wider team when required

  • Ensure compliance with employment legislation, FCA principles, “Treating Customers Fairly” (TCF) & other relevant legislative requirements.


£17,000 with £1,500 increments at month 6 and 12 if the apprentice is on target/exceeding with learning objectives and in line with role expectations.


We offer great benefits:



  • Hybrid working between home and office (3 days in office 2 working from home)

  • 25 days annual leave with option to purchase additional holiday days

  • Private medical insurance

  • Employer contributory pension

  • Onsite gym

  • Free travel insurance for you and your family

  • Life assurance – 4 x salary

  • Practical Health Plan

  • £100 for the charity of your choice

  • Salary sacrifice options include big technology purchase discounts, retail discounts platform, car lease schemes, share ownership plan and more


Entry Requirements


Minimum Grade 5/4(C) GCSE English & Maths


Skills Required



  • Communication skills

  • IT skills

  • Attention to detail

  • Organisation skills

  • Customer care skills

  • Problem solving skills

  • Administrative skills

  • Analytical skills

  • Logical


Training to be provided



  • 6 weeks induction covering product knowledge, FCA regulations business knowledge, customer service approach, tools & technology with shadowing support.

  • Training with Milton Keynes College

  • Ongoing training, support and development with the employer


Future Prospects


Opportunity for a permanent role in Customer Relations Team – starting salary £21,300, Alternatives which may also be possible to move into more specialist roles are Customer Loyalty Team to look at retention or specialise in claims with Claims Team.



Who are Personal Group?



The Personal Group family is made up of Personal Group, Let's Connect and Innecto Reward Consulting.


Personal Group’s range of products help protect, connect, and engage the UK workforce with communication tools, employee benefits, and health insurance plans. Innecto and Let’s Connect offer specialist pay and reward consultancy and market-leading employee benefits. Together we provide a full-service solution to help our clients stand out as an employer of choice.


Our mission is to protect the unprotected and connect the unconnected. We want to make work happy, for everyone.


Why? Because when people are happy, they're more productive. And when people feel like they make a difference, they do.


Today we're making work happy for more people than ever before and we are looking for great people to help create a brighter future for the UK workforce.


“Personal Group is proud to be an inclusive employer and encourages applications from a diverse range of candidates. If you require reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Recruitment Team


If you are interested apply below! We look forward to meeting you!



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