Business Administration Apprentice (Operations Team)

SPB UK & Ireland Ltd

Apprenticeship summary:

PETA Ltd are proud to be working with a leading insurance and warranty solutions provider to recruit a Business Administration Apprentice (Operations Team). Do you have a passion for administration and customer service? If so, don’t let this opportunity pass you by! Kickstart your career as a Business Administration Apprentice (Operations Team).

The Business Administration Apprentice (Operations Team) will contribute towards being the market leading provider of general administration for our Policy and Claims services. They will be responsible for providing general insurance administration and support for new and existing customers taking out new policies and making claims. The Apprentice will also provide excellent written communication for our customers using our digital channel for claims and policy administration within SPB UK & Ireland Ltd and by doing so helping us to achieve the Company’s aims and objectives, ensuring personal objectives are met. They will aim to function in a compliant manner whilst promoting at every opportunity the company core values, applying ‘good industry practise’ at all times.

Please note that there are 4 potential apprenticeship roles available.


The Business Administration Apprentice (Operations Team) will be responsible for general insurance administration and customer service communications as well as general administration.

General insurance administration and customer service communications:

  • Assess new online claims and validate outcomes in an efficient manner and within the specified timescales and following the company’s procedures.
  • Respond to emails and online communications relating to insurance policies and claims management within the specified timescales and following the company’s procedures.
  • Provide new business quotation for our digital customers and clients in an efficient manner and within the specified timescales and following the company’s procedures.
  • Update customer data and information for policy and claims information and within the specified timescales and following the company’s procedures at all times.
  • Respond to customers by email and online for policy, claims and payment queries in a professional and courteous manner, ensuring clear and concise information is provided as required.
  • Take ownership for updates from repairers and suppliers to ensure customer’s claims are always being fulfilled within the relevant timescales and customer kept up to date.
  • Complete any required administration tasks including claims management, claims pipeline chasers and proving excellent written responses to customers, efficiently and accurately.
  • Be able to resolve the majority of customer queries confidently, minimising the need for escalation upwards whilst acting within your own authority levels, referring upwards when outside of these authority levels.
  • Adhere to the required service levels in relation to complaint handling regulations and escalation into our Customer Relations team when appropriate within the specified timescales and following the company’s procedures.


  • Ensure a ‘Treating Customers Fairly’ attitude is maintained at all times, aiming to achieve the best customer experience by providing excellent customer service by:
    • Following the correct processes to ensure we provide reasonable guidance to customers when dealing with us.
    • Ensuring you communicate with the customer in a clear, fair and not misleading manner at all times
  • Consistently achieve required standards under the service level agreements, quality monitoring and audit processes.
  • Be aware of, adhere to and support the FCA regulatory requirements, as appropriate and as advised by Compliance Team and/or your line manager.
  • Ensure you abide with the FCA’s Principles for Business at all times.
  • Be aware of and adhere to GDPR and Health & Safety laws and requirements as they affect the team.
  • Perform ad hoc tasks as and when required by your line manager.

This is not an exhaustive list, and you will be expected to be flexible in your approach to carrying out your duties that may change from time to time in order to reflect changes in the Company’s circumstances.

Other information

With Headquarters in Portsmouth, SPB UK & Ireland comprises of two companies regulated by the FCA (Financial Conduct Authority) to provide insurance, Citymain Administrators Ltd and Burnett & Associates Ltd. We can boast many accolades including being the first mobile phone insurance provider in the UK marketplace, the most diverse provider to the online mobile device insurance channel, the first UK insurance business to offer a walk-in repair facility to policy holders as part of the service proposition and one of the leading insurance providers in the Education insurance market.


It is essential that the Business Administration Apprentice (Operations Team) has a reasonable level of computer literacy including good keyboard skills. Other essential criteria include:

  • No adverse credit or poor credit history.
  • Good ability to construct clear written communication to customers using plain English in a courteous manner.
  • Excellent verbal communication skills with the ability to deal with internal colleagues and suppliers.
  • Ability to resolve customer issues quickly and efficiently in accordance with SPB UK & Ireland practise
  • Developing in effective relationship management skills, both internally and externally.
  • A good work ethic with attention to detail .
  • Organisational skills with the ability to prioritise and manage time effectively when required.
  • Self-motivated with a proactive, positive, enthusiastic, professional, confident and calm attitude, acting with integrity and fairness at all times.
  • Good team player with a willingness to co-operate with and assist other team members.

The Business Administration Apprentice (Operations Team) will also develop a full working knowledge of General Data Protection and other legal requirements and how it relates to this role through training and development.

Personal qualities

It is desirable for applicants to have:

  • A level 3 qualification in business, finance or maths
  • Good MS Excel skills
  • A data driven approach
Qualifications required
  • GCSEs in maths and English with at least a grade C / 4 are required


  • 22 days holiday plus 8 Bank Holidays
  • Free on-site car parking
  • Beautiful office views
  • Free refreshments
Future prospects
  • There is the potential for a full-time permanent position to be offered to the suitable and successful candidate upon completion of the apprenticeship.  The right applicant with the right attitude will be given the opportunity for development across a variety of teams.
Training to be provided
  • Level 3 Business Administrator Apprenticeship Standard.
  • You will complete a 15 month apprenticeship which includes 10 days at the PETA training centre in Cosham.
  • You will be supported every 6 weeks with visits from your PETA Learning & Development Coach.

Apply for this Vacancy

To apply for this job vacancy, please complete the application form below. Once we have received your application, we will be in touch to discuss next steps. 

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