Customer Service Assistant Review

I support customers by providing an excellent customer service, working in partnership with colleagues in my branch to ensure all customers are dealt with quickly and professionally and receive fair outcomes. I help make customers better off by referring them to the right person or channel as appropriate. I recognise the importance of my behaviours and always act in line with Group Values and Behaviours and take ownership of my development.

I have learnt a lot on site. My everyday role teaches me new skills in dealing with a sterling counter and more complicated transaction, and having the knowleadge to action any request to provide a strong level of customer service. Also teaches me on a wider scale of the company a better understanding of the financial sector. Helped to develop my managment skills, conducting meetings and ensuring training is filtered to staff and so I can support them when needed.

The programme has being a stressful experience to date. There is a lot of additional work that has deadlines which do not work along side my on site role. Completing this in my own time has created a poor work-life balance. The work is also very broad on customer servicing which makes some of the question difficult to answer. Some of the questions are very vague and can be interpreted in multiple ways, making it difficult to see what the question is getting you to actually look at.

With the company, I feel valued as an employee. I've taken a positive outlook in my current role and actively seeking opportunities to develop myself. To which the Local Director Office have given me these opportunies to challange myself in my career.

The programme isn't well organised. I started my Role in March, to which I had no contact from my Provider until July for my enrolement. It wasn't until September that I met my assessor. The long delay in the start of the programme created a demotivated atmosphere for the work. The work load from this has been compressed in a shorter time frame and made an ill balance in the role and programme. i feel it should be more well structured from the outset and better communication between the training provider, employee and their line manager.

The support from LearnDirect has been very minimal considering the delay and tight structure of the programme. I have monthly meetings with my assessor, to which we update on what I've done with the workbooks and tick through any observations. I feel the support isn't flexible to fit around my on site role.

My employer and on site team are amazing when it comes to supporting my progamme. They understand the difficult situation and have adapted their work patterns to ensure I fit some time in the week. They have created the more positive side to the course, helping me learning the new skills of processing certain transactions, and also supporting my upskilling in management skills and developing me in my career.

The benefit package and salary are reasonable to meet my living cost, employee benefits I'm still getting used to as there are so many.

Opportunities are definatly available within the Group. However this needs to be something that is down to the individual to take ownership of. In my case I've seeked out development opportunities with my Local Director Office and Line Manager, to which they have allowed me to go for training days and attended meetings to help me achieve this.

Yes

Although the programme is under-developed with reference to the on site role. The job itself is a really good way to develop the skills in customer servicing and learning about the financial sector. It is definately a job that can develop into a career.

When applying, it is important to have a passion for customer service. Take the time to embrace the challenges and make them into opportunities. Also to be able to speak up at times of need to ensure you don't get behind.