Customer Service Apprentice Review

My role is a Customer Service Apprentice at ENGIE's Shared Service Centre in Newcastle. I am based within the Customer Experience Team. I cannot explain what I do on a day-to-day basis as everyday is so varied! I am involved in lots of projects and work within Customer Service and the wider Shared Service Centre. Previous projects and work include: Floor walk and training support and Administration for our Genesys System, Reporting / Analysis, Recruitment and Organising my own event.

I have learned lots or new skills and I am currently still developing skills which I gained from my Level 3 with ENGIE. There are lots of opportunities to get involved in work which is outside of my department / job description. My confidence and leadership skills have improved massively. I also have had more exposure to IT where I have gained IT and technical support skills. I have recently signed up to Career Ready where I mentor young people within school and help prepare them for the world of work - this is an excellent opportunity and has allowed me to develop various skills such as leadership, communication and organizational skills. I have also signed up to ENGIES Mentoring Scheme where I get mentored by other employees within the organisation.

I thoroughly enjoy the program which I am on and being part of the Customer Service Support Team at the Shared Service Centre. I love having the chance to work with people from across the business who are able to help me develop my skills further. I also enjoy my college units which I have been able to tailor to my interests.

The program is very well organised and structured. As I previously mentioned, there's flexibility as to what units I chose when completing my Level 4 Qualification. This has allowed me enjoy my course more as I am able to tailor it to my interests and it has also allowed me to get involved with different teams to give me a better understanding of the career path which I would like to take. The program is also well structured, I am able to complete my coursework when I want as long as I am not too busy.

I received lots of support from my employer. ENGIE are willing to support you when needed and they are great at pushing you to reach your potential. I can go to any manager or member of the Customer Experience Team and ask for help or support if I need it - its not just my direct manager who helps with this.

I receive lots of support with my Training Provider. Now I am completing my Level 4, I often need a hand understanding the context and under pinning knowledge needed to complete the written assignments. I can contact my tutor anytime I need help and she will reply straight away. My training provider are willing to give you a hand when you need it but they encourage me to use my own initiative and decision making skills.

The level 4 qualification has allowed me to get involved in lots of different jobs and has helped develop my knowledge. I have been able to take on more responsibility and handle more complex queries. I also have more confidence to get involved in working with people internally and externally, of all different levels which I previously could not do.

Yes there are loads to get involved in both inside and outside of work hours! There are activities such as Boxing / boxercise which is held on the business park. There are also social events which take part within the business park. An example of this would be Children in Needs Bonkers Bingo which was held nearby. This is a good way to network with near by businesses and work colleagues. ENGIE also host the YPN (Young Professionals Network) which gives young people a chance to share their ideas and network with others. We are massive on staff engagement - We organize activities such as Superhero Day and World Cup competitions where we get dressed up, decorate our desks, have buffets and play games! We also have 2 CSR days per year where we are able to take part in charity / volunteering events.

Yes

There are so many opportunities to develop yourself and learn more about other departments. ENGIE offer shadowing, secondments and wider projects to get involved in. There are opportunities to travel both in the UK and around the world too! Your hard work doesn't go unnoticed or unappreciated - there are great rewards such as the ENGIE National Apprenticeship Awards, MAG 7 awards, employee of the month / quarter and general praise from your manager / team.

Be yourself and don't shy away from talking to others. When you're working for ENGIE, get involved in different activities and training, being involved in lots of things is good and it is the perfect way to get noticed - it can also lead onto new opportunities too! I would also say to be prepared to work hard and to be pushed to your full potential.