Customer Resolution Apprentice Review

The role began with 1 month of classroom training followed by 1 month of supervised call-taking. Then we went on to work independently and remotely, taking calls about everything, from booking repairs to selling insurance policies to dealing with complaints to retaining customers. The job is demanding, there is the aspect of conversating with the customer and showing empathy no matter what your own opinion is whilst navigating and processing actions on the system. There are also very high targets to reach with regards to KPIs and we are monitored strictly with regards to this if we are not meeting expectations.

I have developed my communication and multitasking skills, I am able to process methods and communicate with customers simultaneously, I have learnt how to deal with upset and vulnerable customers and the professionalism required when dealing with all sorts of customers, no two customers are the same and adapting your methods and manners to their needs and attitude is a must.

I have enjoyed the process, the training has not been too stressful but it has been very demanding and informative. There are some calls that are harder to deal with

There is a strict structure that we have to adhere to, it is very simple. Sometimes it is not manageable but our Skills Coach is very kind and rearranges it to suit us.

I receive lots of support from my Line Manager, he is constantly advising me on my KPIs and not only where they need improvement but how I can work on them. He is also very supportive and quick to recognise us for achievements.

I receive all the support I need.

It gives me a deeper understanding of the customer service role.

Yes there is volunteering opportunities.

Yes

It is a very good and engaging place to work with lots of support.

Be optimistic, it does start off quite difficult but it definitely becomes easier and more fun.