Senior Customer Services Advisor Review

I am a senior Customer Services Representative, first line management for the face to face team at Qwest services. My primary tasks are to train and develop staff, however on a day to day basis i monitor staff quality and performance, externally i provide feedback for clients regarding service delivery and performance. I am responsible for the performance of the face to face team in service delivery and customer satisfaction. I have been involved in many projects, most recently the implementation of the Self Service applications.

I have existing qualifications in teacher training, mentoring and coaching however the ILM course has added more depth and role related examples, additionally the course has required me to show evidence of learning, therefore when i am undertaking tasks and everyday duties i am now consciously thinking of the relationship between theory and practice. The key skills i have learnt from the ILM course is feedback models and hierarchy of needs, i have been able to utilise these in work.

I have very much enjoyed the ILM programme and would recommend this to any current or aspiring managers who are performing sufficient duties to undertake the course. Although i am first line manager and already sub consciously using some of the techniques and tools covered i feel i have revisited or embedded processes for greater output and performance, which the company will then directly benefit from. The ILM programme also has given me confidence to push the boundaries of my role and give better service to my team.

Prior to this course and the potential for ongoing development i felt undervalued and unnoticed. Since accepting my application for the course i have been supported fully, my manager has enabled me to undertake tasks in order to fulfil course obligations which have further developed my skills. Internally i along with the other apprentices have been widely recognised in publications and externally i have been able to use the ILM to undertake some additionally training. Going forward Engie have shown commitment to further development both with courses and on the job experiences, this further adds encouragement and a sense of value to the company.

Very well structured. The College has been organised from the initial induction, the event was very professional, gave good level of information and a clear pathway for the course. Throughout the course my tutor/coach has been excellent, adapting the training, study sessions, meetings and assignments to the needs of the business and around my requirements. There is clear and concise information provided to me from the college and the tutor, the communication between Engie, my tutor and myself is also excellent which in summary has helped me work at a good pace towards an expected completion date within the 18 months.

Mid Cheshire College, now Warrington and Vale Royal College, my Tutor Jenny Huggins and my line manager have been fully supportive. Mt Tutor ensures there is good communication and a variety of methods to discuss and submit work. The tutor responds to work and questions within 24 hours generally and always provides excellent and constructive feedback. The tutor also ensures that there are a number of study days available for catch up sessions and to meet fellow students to share ideas and experiences. Overall i have found that the collaboration between Engie and the training provider has been excellent and would highly studying with Warrington and Vale Royal college again.

My direct manager, Jenny Harper has been instrumental in my studies, without her understand and flexibility i would have found this course much more difficult alongside my role. Jenny has ensured i am available to attend all college dates, ensures time is available for meetings with the tutor and provides on support and guidance when needed. The HR team at Engie, including Sam Ross have been proactive in seeking feedback, ensuring the courses are running well, we are fulfilling our obligations and we have a clear pathway once completed. Engie, all colleagues and staff have been supportive whenever required and have been encouraging the promotion of the apprentice within Qwest Services, a branch of the umbrella company which is Engie. Thus far, because of the good planning and the constant communication i have had no problems for which i have needed guidance with, all communication has been good.

There are no costs to myself for the course i am undertaking, the course is run alongside my role and any non-work related course requirements, such as college events or meetings are conducted locally either at Northwich or Winsford. Travel costs are covered by Engie as per expenses guidelines.

Engie/Qwest hold many out of work experiences such as volunteering in the community, from litter picking, food bank support, bag packing and general DIY. The company also has a big drive for fundraising, thousands of pounds have been raised this year alone for events such as skydiving, mountain climbing and fun runs to simple dress down days. Engie rewards incorporated local facilities such as gym and swimming clubs which are discounted so has seen a significant take up. We also encourage team events including meals out and team building exercises.

Yes

Engie have shown in recent months that as a company they are progressive, as we are part of Qwest Services, a joint venture with the local Authority, we are only into our third year as a business. However in recent month’s procurement of contracts, changes to the business model and now the development of staff, which i value highly in job satisfaction, have been evident. Engie as a wider organisation is multinational and covers many sectors, i feel those with skills and a desire to perform will be recognised and developed by Engie/Qwest.

Research the employer before applying, ensure you understand the role and the company. Secondly what you can bring to the business, Engie recognises talent and will develop staff so showing desire to learn and grow with this business is positive. If successful then undertake as many experiences and opportunities as possible and get involved with corporate schemes and initiatives. Personally I would like to have been told more about the wider company and opportunities prior to our transfer over.