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Customer Service in Insurance Practitioner

Level 2 - England

Course Summary

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Start date: Flexible

Level: 2

Duration: 18 months

Delivery: Blended

Assessment: Portfolio of evidence/CII exams

Qualification: Customer Service Practitioner Standard, CII IF9, English (L2), Maths (L1) if not already attained

Entry requirements: None

Who is it for?

Those working in the insurance industry who provide products and services to customers, either face-to-face or over the phone.

What will they learn?

Apprentices will be expected to develop a thorough understanding of customers, the organisation, regulation and legislation, products and service knowledge. They will develop their interpersonal, communication and influencing skills as well as a range of behaviours specific to customer service roles in insurance.


Apprentices will be expected to pass CII IF9 and go through end point assessment.

Future job roles

  • Trainee Underwriter;
  • Trainee Claims Official;
  • Trainee Broker or Sales Representative;
  • Senior Bank Cashiers;

Technical information

You can find out more here.


If you are ready to support the individual training needs of the apprentice, then you are ready to take the first step on the Aspire programme. Please complete our registration form and we will contact you.