Specialist complaints handler Review

specialist complaints handler- mortgage complaints. I spend 3 hours daily on the phones taking calls for new complaints. I will then spend the remainder of my day investigating and resolving complaints.

I have learnt how to write letters effectivly and word things using a conversational approach. - I have learn how to ask the correct questions when investigating.

I enjoy working within a team and resolving complaints. I like talking with customers to gain an understaning of their issue. I enjoy that the apprenticeship work is done on a monthly basis as I can fit it around my work. - There is a lack of communication and on some occassions incorrect information in regards to the apprenticeship .

I feel that I am valued by RBS as I have been given the oppertunity to show my progression so far.

The work based side is well organised and structured. i am given the time I need to do my apprenticeship work. I feel that BPP the apprenticeship provider is unorganised. There re system errors during online webinars and with uploading work. I was not given access until late. I was only made aware of the first webinar after it had happened.

I do not recieve a lot of support. There is 1 monthly phone call with my assessor and TM, If i ask a question I am told to refer to RBS or my TM.

RBS have reffered me to the training provider for support on the apprenticeship. My team manager has helped where possible. I recieved proper training and all members of staff have been helpfull with work questions.

My salary package meets my costs fairly.

There has only been one opportunity for outside of work. For an apprenticeship talk at a local college. although after gaining authoristion from my TM I responded to volunteer within a few hours , I was told the position was taken and no further availability. I would like more opporunity.

Yes

The job role is interesting and I have learnt a lot of new skills which I feel are usefull.

To gain access as soon as possible.