customer service advisor Review

my role is in the customer service team within home insurance. i am responsible for taking inbound calls from customers, servicing their policies by taking payments or giving general advice, and upgrading and adding cover where appropriate. i am also responsible for sending ad hoc letters where appropriate and logging and following up complaints to make sure the correct resolution is reached for the customer.

i have developed my existing telephony skills within this role. i have also learned new skills in dealing with the system and complaint handling and i now feel confident in logging and resolving complaints for customers as a result. i have also developed my letter writing skills and general communication.

i very much enjoy the apprenticeship programme. i have learned about rights within the work place and what i am entitled to, which has taught me a lot that i wasnt aware of. i am looking forward to learning more as the apprenticeship develops and i am excited to see what opportunities will come to me as a result of completing the programme.

i feel very valued by Lloyds banking group. i think it is great that they give the opportunity to take part in apprenticeships and gain qualifications. i also feel valued as the group have given each colleague £200 of shares in the company as recognition for all of our work in 2016.

the program is well organised but i do struggle sometimes to find mutually convenient times to meet with my provider. there will be sometimes that i cannot make an appointment due to work commitments, and then i find that they wont be available until weeks later. that being said, i know theyre always available via email and always get a quick response.

i receive a lot of support from my provider. i know that if i have any questions i can email them and they will always resoond quickly to any questions i have. everything is always explained thoroughly and i always come away with a clear understanding of what is required for me to complete the next step in the programme.

i receive a lot of support from my employer, as they will always try their best to make sure i am given time to meet up with my provider if the time is available through resourcing. i do feel however that only having 30 minutes a month to complete any necessary work for the program isnt enough. if the group were to increase that to one hour a month i think this would be more adequate.

i feel the salary that is paid for my position is a little low. we have a lot of responsibility woithin my job role, and i feel that this should be reflected in the salary. we have a lot that is expected of us, and have to make sure we are adhering to regulatory codes of practise at all times, and this is very heavily focussed on in the group. I do however like the fact that the package offered allows you to slect what you would like to spend your flex reward on and isnt fixed to one specific thing.

there are lots of opportunities outside of work. we are always encouraged to support our local communites and charitites, and we have an allowance of one day a year on company time to choose a charity or organisation that we can donate our time to and really make a difference to them.

Yes

i would recommend lloyds banking group to a friend as I feel they are a fantastic company. they offer lots of opportunities to progress and there is a varierty of different roles across the group from banking to insurance. they offer competitve pay and a flexible incentive package. if you work hard they willensure you are rewarded, and they are a fair and diverse organisation.

the advice i would give to someone applying to the group would be to always be yourself in the interview. do some research before hand into the role you are applying for and prepare some answers to some general questions you may be asked (eg give an example of a time you have given excellent customer service). be prepared to work hard, and you will go far within the group.