Residential Call Monitor Review

I work as a Residential Call Monitor. I listen to and mark residential sales calls for compliance. Part of my daily tasks is to allocate work depending on the sale channel I am scheduled for that day and mark a certain number of calls a date to make sure I help towards keeping my department within our SLA and making sure the customer has been given the correct information and has not been mis-sold to. my responsibilities as a call auditor is to make sure my accuracy and marking is to a certain standard and reaching a target of 90% accuracy to make sure I am providing the advisors accurate and clear feedback to allow them to understand what went wrong and how what they need to do to make sure the same situation doesn't happen again.

after completing the apprenticeship I received a level 3 qualification in customer service. whilst doing the role I have completed online training to help me do the job I do. I have also developed some personal skills for example, listening, communicating and being aware of the audience I am talking to.

parts of the apprenticeship I enjoyed was being able to learn as well as work at the same time. although not everyone's cup of tea I enjoyed doing the essay's as I got to an insight for the company I was working for and how the department I work in came about and where we sit within the business and how important we are to the company. The apprenticeship was more than I expected it to be I had visions that it was all going to be classroom based and that we would get all the theory about what we were going to be doing and be provided all the training then be left to our own devices when we had passed training and left to do it on our own, how very wrong I was, I felt I had 100% support from start to finish, even when not having a classroom day the trainers were still contactable and still there to pick up the phone whenever they were needed.

as an apprentice i felt valued by my team and was welcomed and accepted to the department and not treated any different to any other member of staff.

at the start of my apprentice the organisation was ok it weren't brilliant as we were being paid by a separate company who we also had 1-2-1's and regular catch ups with however a few 1-2-1's were cancelled with no communication even trying to get hold of the person wasn't the best, i was told if we ever needed to contact them they would be there yet every time they were called it would ring and go to voicemail and a number of occasions voicemails were left with no response. however all this changed when the training provider changed and our pay and training was taken over by Hybrid. the level of organisation improved massively the whole training itself changed we had more communication and it felt like they had more time for us and that nothing was a problem for them when it came to us needing support. 100% think that if it weren't for them i wouldn't have made it through the program or have secured the permanent position.

towards the last half of my apprenticeship i believe i received quite a lot of support when i desperately needed it. we had a training and pay provider change which helped this as the previous provider wasn't really that good at supporting the apprentices. i was so close to possibly being kicked off the programme but thanks to hybrid i got the help and support i needed and managed to get ahead and was the first apprentice to have my work completed and signed off and even secured the permanent position. i really can't fault any of hybrid / E.ON's support.

towards the last half of my apprenticeship i believe i received quite a lot of support when i desperately needed it. we had a training and pay provider change which helped this as the previous provider wasn't really that good at supporting the apprentices. i was so close to possibly being kicked off the programme but thanks to hybrid i got the help and support i needed and managed to get ahead and was the first apprentice to have my work completed and signed off and even secured the permanent position. i really can't fault any of hybrid / E.ON's support.

whilst i was on the apprenticeship i had to really budget my money to make sure i didn't blow what i was being paid, honestly it wasn't a bad wage for being an apprentice but didn't want to live month to month and was really strict with myself in regards to what i spent. now i am a permanent employee my wage has increase quite a bit and i have found it hard trying to save as i think I've got the money i can spend it. I manage to pay all the bills i have to pay and still have quite a bit left over which i tend to treat myself with.

i can't say i have come across any opportunities outside of work, mostly because i am tied up in other activities/ hobbies that i like to do when I'm not working.

Yes

i would as it gave me a new adventure and developed me into the person i am now. i started in a supermarket working in the customer café then the staff canteen from the age of 17 and was there for 6 years so retail/ handling food was all i knew i had no other work experience or qualifications other than the ones i left school with. finding the apprenticeship at eon gave me the stepping stone to get into a massive company with endless possibilities. now that i am a full E.ON employee i can look around at work jobs are available and explore and travel to get more knowledge and experience.

be completely honest in your application nothing worse than telling a little white lie and it being called upon in your interview. if your accepted to come forward for an assessment day, be presentable, arrive early don't arrive bang on the start time doesn't give a good first impression, sell yourself, make a point of talking to everyone, make them see what potential you have got and that you deserve a chance. if your successful and make the interview be prepared! take in notes, think of at least 2-3 answers for each question that you could be asked and don't forget look presentable and speak clearly.