Customer Relations Associate Review

One the first year of my apprenticeship I work in the Penison Service Centre. This was a telephony based role where I would talk to members, financial advisors and the employers of the Pension Schemes we hold. I would set up any letters that need go out and answer any queries they have. My second year in still in Pensions. However, I am now corresponding to the same clients by e-mail. I have to make a few outgoing calls if the clients requests a call-back. I have taken part in a company initiative where employees can raise ideas to improve customer service and have to start implementing them.

I am studying towards my Level 3 in providing financial services and IOC Diploma. I have also had soft skill training in: Presentation skills Project management Negotiating Communication skills I have learnt a lot about financial regulations and the pension industry.

I enjoy my company as it doesn't feel corporate. I have had a lot of support from my employer and manager. I get on with my team and we are all of a similar age. My manager originally started out as an associate so understands the role. Company culture is great. They look after us and regularly show appreciation to their employees. When I joined I wasn't sure what my role consisted of. However, since my second year it has met my expectations in terms of an apprenticeship. I found the first year difficult being a phone based role. However, I love my new role and would recommend the apprenticeship.

My manager recognises the effort I put in to my role. She continually tells us. An example of this was when a customer gave positive feedback about how I answered his query. She came over with a box of chocolates. Internal recognition in the company is regular. We have certain awards employees can be nominated for due to their work. On special occasions such as Christmas and Easter we was all given advent calendars and Easter eggs. At the end of tax year there was a pick-a-mix that we was able to use through-out the day for free. I have been allowed to go on external course for my apprenticeship and some for my professional development.

The apprenticeship induction was about how asset managers work and we did an excel training course. This didn't really give us a chance to get to the know the other apprentices. Originally I was given a textbook and told to self-study for my IOC. However, when I asked the apprenticeship team if I could go on a course they allowed this for each unit. I also had a tutor for the level 3 apprenticeship.

My tutor has been difficult to access on some occasions. However, when I do get hold of him he has supported me through my qualifications. I have enjoyed my course, it has been stressful but the support I got helped.

My employer really supported me. I struggled with one of my exams but they was willing to send me on a course I went to previously and paid for my exam resit.

My salary package is okay. I have to travel a 60mile round trip to work. The pay increase at the end of your first year is based on how well you have done.

We have a Christmas party often based in London. There are also apprentice and team socials. The company allow their employees to have two volunteer days a year to help give back to their community.

Yes

It is a great company to work for and have help support me. They offer a great benefit package and my team have been great.

Be yourself and make sure you research the company. The interview process consists of an application, telephone interview, team activity, presentation and another interview. You will be given a topic you have to research and present about a week before your interview. My topic was " what is excellent customer service?".