Customer service advisor Review

My job is a Customer Service Advisor. My job requires me to check claims on policies to make sure that all requirements have been met to enable the claim to be processed. If documents are missing I need to contact the appropriate person to request them. I can contact via email, letter or telephone. I also liaise with our offshore team to give support. Offshore process most claims, queries and complex cases are usually passed on shore.

I have undertaken 8 weeks 'in-house' training to do the job I currently do and have support from the team I work in. On the apprenticeship, as yet I haven't really learnt any new skills. It has refreshed my memory in some topics. I am hoping to develop my current skills and give myself more confidence in my abilities as well as gaining a qualification

I have found it quite difficult to get started. I don't think the programme content was explained particularly well, to understand what you are actually going to be doing before starting. I have also found it difficult to get the balance between doing the work at work and at home. I have actually completed most of it at home. Also I am not convinced yet that the content of the course is going to improve my skills and career progression. My assessor is also new and that has not helped, as she is not experienced in the process of doing the programme - this has not helped me! It has only improved since I had a visit from another assessor.

At present I do not feel particularly valued. I have recently trained into a new position which is at a higher grade. I have been in the new team for 7 months and trained and licensed for 4 months. I am waiting to see if I will received recognition and ultimately promotion (and increased pay)

I have not been particularly impressed with how the programme is organised. There seems to be many different components which are not particularly clear and numerous websites to log onto. I was expecting it to be much slicker and far more organised.

I receive a visit once a month from my assessor but she is new to the role and hasn't been particularly efficient. I recently had a visit with another assessor and it has been a turning point for me and boosted my confidence immensely!! I have felt it isn't really worth emailing or calling with questions to my assessor as its not that supportive. She doesn't always do as she says she will as well. I have been waiting for her to send me the next work book for over 2 weeks!!

My manager has been quite supportive and does ask me how it is going. I don't get much time in work to complete apprenticeship programme work. I thought it would be a better balance between home and work time.

I have started at the entry level salary, working part time. I do not have experience in this industry however at 45 years old I have plenty of other experience and have quickly learnt the job I have come into. I am waiting for a potential promotion and salary increase which I am desperate for. My salary only just covers my childcare costs, almost ruling out the possibility of working at all. The advert for the job did indicate a much higher salary but that is not what I actually ended up getting, so a little disappointed. I can see that if you are 19 yrs old with no experience - this would probably be fine but as am older person obviously I also have far more life costs. I have been prepared to work hard in the role and have taken on the apprenticeship programme to increase my skills. I am just hoping that I will be rewarded appropriately and fairly in the near future.

yes there are many opportunities out side of work, local community initiatives and charity events. Its also a great location and close to many amenities. I live very close by so everything is very accessible.

Yes

Despite my experiences, there are some great positives. It is a secure job, with a steady income, flexible hours, perfect location and a benefit package that you can tailor to suit your personal situation. There are also lots of opportunities just waiting if you just look and apply yourself

Just be yourself and present all the skills you have. I would also explain exactly how the recruitment process works and what will happen through the various stages of interview. I did find it strange that I went to work in a department that knew nothing about my personal skills and experience. I have always been interviewed for a specific role, with skills to fit the role and a good fit for the team. This was a completely different experience!