Customer Experience Apprentice

Job title

Apprentice Customer Experience Specialist

Customer Services Unit (CSU)

Customer Experience Manager

As an Apprentice Customer Experience Specialist, you’ll learn how to support customers throughout their project journey. You’ll gain hands‑on 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, so you’ll be encouraged to ask questions, embrace new challenges, and grow your skills while working within industry regulations.

• Learn how to manage customer accounts and support their journey.
• Assist with 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 use internal systems 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 and complete with 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 times with 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.

• A positive attitude and willingness to learn – no prior office experience needed.
• Good communication skills 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 try new approaches.

• 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.

At HSB, 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 building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities 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.

• Up to 13% Pension contribution
• Eligibility for an Annual Bonus
• Private Medical & Dental
• Life Assurance
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility)
• Study & continuing Professional Development Support
• Hybrid Working

Internship

Full-time

Customer Service

Insurance