Apprentice Customer Service Adviser
NFU Mutual · Brockenhurst · posted 8 September 2026
Apply on the official government service →No Apprentice League account needed — we never gate applications.
You will learn to:
- Acquire and maintain knowledge of NFU Mutual General Insurance products, as applicable to product licences
- Comply with all guidelines and processes as communicated by the NFU Mutual and your Agents
- Develop and sustain effective working relationships with customers, all members of the Agency and NFU Mutual staff
- Deal with insurance enquiries by phone, email and face to face in the office and process the changes requested by a customer
- Maintain record keeping in line with the requirements for your role.
- Identify and initiate up-selling and cross-selling opportunities and activities to new and existing customers
- Act as Life Introducer to obtain appointments for Life Qualifier and meet Agency target
- Produce correspondence and responses to required timeframes and quality standards
- Process and dispatch documentation to Agency standards
- Identify opportunities to improve the service we provide to our customers and our efficiency as a team
- Attend shows and events as required to promote the Agency and sell the products and services of the NFU Mutual
Your training
You will be undertaking the Level 2 Customer Service Practitioner Apprenticeship Standard and fully supported by HTP Apprenticeship College.
You will be developing Knowledge, Skills, and Behaviours in the following areas:
- Knowing your customers
- Understanding the organisation
- Meeting regulations and legislation
- Systems and resources
- Product service and knowledge
- Customer experience
- Product and service knowledge
- Dealing with conflict and challenge
- Influencing skills
Following the end of your training, you'll complete your Apprenticeship by undertaking an independent ‘End-Point Assessment’. This is your
opportunity to demonstrate what you’ve learned and prove your skills in your role.
This assessment includes:
- Providing a Showcase of Evidence
- An observation
- A Professional Discussion
Where it leads
Upon successful completion of the apprenticeship, it is hoped the successful candidate will become a permanent member of staff. There will be the opportunity to undertake industry specific qualifications.
About NFU Mutual
NFU Mutual is a trusted UK insurance provider with a strong reputation for putting customers at the heart of everything they do. They combine expert insurance knowledge with a personal, friendly service and offer a wide range of insurance products from homes and vehicles to farms, businesses and personal finances. Staff are central to their success, and they are committed to creating a supportive, professional environment where individuals can develop, build rewarding careers and make a genuine difference to customers and local communities.
Skills they're looking for
Entry requirements
- GCSE English & Maths (grade 4-9 or A*-C) — desired
Where you'll work
- NEW PARK FARM, LYNDHURST ROAD, BROCKENHURST, SO42 7QH