Customer Service apprentice Review

We check in customers, host in areas around the terminal answering questions and helping customers with anything they may need help with. We board passengers on flights and check passengers into the lounge

I have learnt about systems, and have learnt to interact with customers who are angry, frustrated and upset which is very important for the role

I like the flexibility of the role, and the vibe of the airport. It’s a very good opportunity to get an inside look at how everything works within an airport. I think there could have been more organisation with certain things, e.g. we are not being allocated a COM which I think would’ve benefited us in the terminal now aswell as when we have finished the apprenticeship. I think the balance between learning days/workshops and working in the terminal is good as we gain more real life experience rather than sitting in a classroom and being spoken to every day.

I feel the structure of the apprenticeship isn’t very strong, and the communication isn’t great. I feel like every time we speak to someone about situations in the apprenticeship things have changed without us being informed - for example we are not being allocated a COM and my manager hasn’t told me that yet but she has told someone else in my cohort. At the very beginning of the apprenticeship I didn’t feel very secure as we weren’t given information of a schedule, we were just told what was happening the day before it happened which wasn’t great as I couldn’t make plans in my personal life as I had to wait to be told what I was doing - every time we asked what the plan was they would say they didn’t know and still had to figure it out.

There is a lot of support available from those around us which is good, but they are not always the most understanding. I feel like at the beginning their tactic was to scare us into not doing anything wrong, so now I feel as though I cannot go and ask for help and advice from my employer in case they twist it and I end up in trouble. But I feel comfortable speaking to the other apprentices, CERs, and CELs within the terminal.

Our training provider is so supportive and helpful. She really puts in a lot of effort to make us feel more comfortable in workshops and learning days which will ultimately help us in working towards our qualification.

I feel like a lot of the topics we cover aren’t relevant to our role so I don’t see how it would help me perform any better.

There are, but I have not experienced them

Yes

It’s a very flexible place to work, the people in the company are lovely and always there to support you. It’s also quite an enjoyable job as we’re constantly moving around doing different things

Be confident and get involved in as much as you can. Speak to others at work because working with people you like and are friends with makes it such a better experience