Trainee Client Advisor - Insurance

Customer Service Agent

As a Customer Service Agent you will ensure that we can resolve customer queries and deliver excellent customer service. You will demonstrate excellent listening skills and show empathy to customers across multiple channels, including telephone, email, social media and reviews. You will have knowledge of working in the financial services industry following FCA guidelines and understand frustrations that customers may have with knowledge around insurance products and providers.

Experience that will put you ahead of the curve

• Customer service – experience working in a role where your primary focus has been delivering excellent service to customers; we welcome backgrounds from hospitality, contact centres and retail.
• Experience delivering service to customers through multiple channels including phone, email, chat, video calls and social media.

What’s in it for you

• The expected salary for this role is £25,000.
• This role is being offered as a Fixed Term Contract for an initial period of 6 months.
• This is a Hybrid role from our Cardiff Office, working three days from the office, two from home.
• Uncapped leave, because we trust you to manage your workload and time.
• When we hit our targets, enjoy a share of our profits with a bonus.
• Refer a friend and get rewarded when they join Future.
• Wellbeing support with access to our Colleague Assistant Programmes.
• Opportunity to purchase shares in Future, with our Share Incentive Plan.

Reporting to the Divisions Managing Director you will be responsible for leading a professional, front‑facing team that supports customers throughout their warranty period dealing with customer concerns received by telephone or written communication, coordinating remedial works and appointing contractors to deal with any snagging or defects that arise in homes, in a timely and professional manner.

Duties and responsibilities:

• Efficiently and effectively lead and take responsibility for Customer Care within the Division.
• Play an active role in supporting the Division to achieve its customer satisfaction targets, managing all customer‑related issues through to successful resolution.
• Effectively manage the Customer Care team to ensure full implementation of the Company’s Customer Care policies and procedures, dealing with issues professionally, promptly and to the complete satisfaction of customers.
• Visit customers when required and agree remedial works in line with NHBC Standards.
• Liaise and coordinate with the Construction, Technical and Sales Departments to minimise Customer Care issues.
• Monitor and control costs associated with all Customer Care works.
• Attend NHBC resolutions meetings and feedback key learning points to the business to drive continuous improvement.
• Act as the first point of contact for emergency situations reported via Safeguard.

Key experience required:

• Experience working alongside a residential developer or Contractor within Senior management and Aftercare.
• People management, motivation and support skills.
• Prior experience within inspections would be ideal for the developer.
• Experience working alongside a 5‑star builder to NHBC standards.

What’s on offer:

• Annual Bonus linked to company/team performance.
• Contributory pension scheme.

Job Title: Apprentice Customer Service Advisor
Full time: Apprenticeship
Hourly rate: £11.09
Address: 3 Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ

Start Date: 23/2/2026

Your role will involve chatting with customers over the phone, helping them with billing questions and tech support, building relationships and delivering a great service.

What’s in it for you:

• Great starting salary of £1,620 rising to £5,684 after completion of the apprenticeship.
• NVQ Level 2 in Customer Service following the completion of the apprenticeship (15 months).
• Huge discounts off Mobile and Broadband packages, starting at £1 a month.
• Huge discounts off other tech such as smart watches, speakers, TVs, gaming consoles and subscriptions.
• Discount codes to give out to friends and family.
• Support to carve your own career path. We’re passionate about helping our people grow the career they…