Complaints Manager Review

On a day to day basis my role includes answering the telephone, calling customers, investigating their complaints, writing to the customer with their final response and making payments, closing down the complaint etc

Whilst I've been here I have learnt new skills as I have never worked in complaints before, I have learnt how to use lots of new systems including resolve, cobra, cins, PBS, CPS, data capture tool and many more

I have not been enjoiying the programme much as I do not feel we get enough support, we can contact our apprenticeship worker whenever we want however I do not like having to ask questions over the phone or email, personally i think it is a lot easier to be in a class and ask your assessor in person

My flow leader and front line manager make me feel valued as they make the effort to speak to me and help me with any problems I have however, not all staff members have made me feel valued

I don't think it is the best programme as I do not think it works well only seeing your assessor once every few months, you might have lots of queries inbetween this time and I may only be able to ask face to face

My training provider is very helpful, whenever I ask for support she gives me as much as she can and she has advised me she will extend my next visit to the maximum amount of allocated time so I can progress more

I can ask my flow leader and colleagues questions to help me think of hints for some answers, however as not everyone is on the apprenticeship programme and it is not specific to my role I cannot always receive support with this

For the work I do I think my salary should be higher as other colleagues are on a lot better wage for doing the exact same job as me. I have lots of outgoings so could do with a better salary.

As far as I know there are not many opportunities outside of work, sometimes colleagues will try to organise getogethers such as meeting for tea or going to somewhere that does acitivities.

Yes

I think Lloyds is a good place to work for as you can get a discounted mortgage, other benefits such as a discounted packaged bank account, staff loans etc and there are lots of different sectors you can go to in banking to progress your career.

I would advise others to be well prepared for the interview as there are a lot of competency based questions and it is quite hard to think on the spot. I would advise them that training would be provided for their role so even if they didn't have lots of experience in the sector they was applying for they would still learn