Customer Experience Apprentice

Munich Re; Birkenhead; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

A leading insurance company in the UK is offering an apprenticeship for a Customer Experience Specialist in Birkenhead. This unique role combines practical training with a recognized apprenticeship qualification, focusing on supporting customers throughout their project journey. Ideal candidates should possess a positive attitude, good communication skills, and a desire to learn, even without prior office experience. Benefits include hybrid working, generous leave, and professional development support.

Benefits

25 days annual leave + Bank Holidays + Well-being days

Up to 13% Pension contribution

Eligibility for an Annual Bonus

Private Medical & Dental insurance

Life Assurance

Wellbeing and Development Scheme

Hybrid Working

Qualifications

• No prior office experience needed.
• Willingness to learn and adapt.
• Basic computer skills or willingness to learn.

Responsibilities

• Manage customer accounts and support their journey.
• Assist with customer queries via phone and email.
• Make welcome calls and follow-up calls.
• Work with various teams to enhance service delivery.
• Learn to update customer information accurately.
• Support customers using online tools and resources.
• Help review documentation for completeness.
• Own tasks with guidance from your manager.
• Contribute to team goals and performance targets.
• Collaborate with colleagues and share ideas.
• Comply with the Financial Services and Markets Act 2000.
• Commit to remaining within the Customer Services team.

Skills

Positive attitude

Good communication skills

Basic computer skills

Organizational skills

Curiosity to learn

Job description

About us

HSB (UK and Ireland), is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland.

HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty.

Collectively HSB is the UK and Ireland’s only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk focused inspection services and assessments to its customers.

Please see our website for more information.

Job title

Apprentice Customer Experience Specialist

Location

Birkenhead

Division

Customer ServicesUnit(CSU)

Reporting to

Customer Experience Manager

Job Purpose

As an Apprentice Customer Experience Specialist,you’lllearn how to support customers throughout their project journey.You’llgain handson experience in customer service, including answering queries, providing updates, and ensuring a smooth process from start to finish. This role combines practical training with a recognised apprenticeship qualification, supported by mentoring and a friendly team. We value curiosity and adaptability, soyou’llbe encouraged to ask questions, embrace new challenges, and grow your skills while working within industry regulations.

Key Responsibilities

• Learn how to manage customer accounts and support their journey.
• Assistwith customer queries and provide updates by phone and email.
• Make welcome calls and follow-up calls to help customers feel supported.
• Work with different teams (sales, surveying, technical) to understand how we deliver great service.
• Learn to useinternalsystems to update customer information accurately.
• Support customers with using online tools and answer related questions.
• Help review files and documentation to ensure everything is complete.
• Take ownership of tasks andcompletewith guidance from your manager.
• Contribute to team goals and learn how performance targets are achieved.
• Show collaboration by working closely with colleagues and sharing ideas.
• Comply at all timeswith the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
• Commit to staying within the Customer Services team for the duration of your apprenticeship.

Skills & Experience

• A positive attitude and willingness to learn - no priorofficeexperience needed.
• Good communicationskills and an interest in helping customers.
• Basic computer skills (Word, Excel, Outlook) or willingness to learn.
• Ability to stay organised and manage time effectively.
• Curiosity to learn and courage to trynew approaches.

Personal Attributes

• Curious and motivated to develop new skills with support from your team.
• Open to feedback and committed to learning throughout your apprenticeship.
• Enjoy working with people and building positive relationships.
• Comfortable asking questions and seeking help when needed.
• A team player who values collaboration and a positive work environment.
• Adaptable when priorities change and humble in learning from others.

Diversity, Equity & Inclusion

AtHSB, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to buildingan equitableand inclusive work environment where this diversity is celebrated, valued, and hasequitableopportunities to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.

Benefits

• 25 daysAnnualLeave+BankHolidays+ Well-being days
• Up to 13% Pension contribution
• Eligibility against an AnnualBonus
• Private Medical & Dental
• Life Assurance
• Wellbeing and Development Scheme+ EAP+Health Assessments(subject to scheme eligibility)
• Study & continuing Professional Development Support
• Hybrid Working