Customer Service Advisor Review

In my role I am a customer service advisor, this means I take emergency calls from customers who have a breakdown in the home for example a boiler failure of an electrical failure. This involves taking the customers details and arranging for them to be booked in for an engineer to attend and resolve the emergency. Recently I have started to work on the beyond economical repair team meaning I advise customers when we can no longer fix their boilers and offer them the options available to them.

Throughout my time at the AA I have learnt a lot of new skills the main one being how to work under pressure and manage my own time. This has came in a lot recently as managing my own work load to ensure all my customers are informed and kept up to date. I have also learnt how to stay calm under pressure and work in a team in order to provide the customer with a customer focused experience.

Overall, I really enjoyed taking part in the programme. I had a lot of support from my provider over the duration of the programme which really helped me get the best result in the end. My tutor was very supportive and always pushed me to make sure I was achieving the best I could. Any issues or concerns I had were always addressed very quickly and help was always there when needed. I would definitely recommend this programme to others.

The programmed was very well organised and followed a good structure with meetings arranged every few weeks with your tutor and review meetings arranged every 12 weeks. The programme was very organised and I always knew what structure to follow if I was up to date and had spare time to complete more work.

When I first started out the programme the support I received from my employer was very good with ' off the phone time ' always being put into place in order for me to complete any outstanding work that was needed. Towards the middle of the programme the support decreased a little when my manager went off and I moved teams. Following this, not much off the phone time was arranged meaning I was behind with my work and wasn't meeting the requirements of the apprenticeship. At the end of my programme I moved teams again and then the support again became very good however it was quite stressful having to fit such a lot of work into a narrow time frame.

Throughout the apprenticeship I received a lot of support from my tutor and he was always there for me to email when ever I was stuck with anything or needed a little clarification. My tutor was always willing to help me and if he couldn't help over email he would arrange to see me when he was next at the company. I felt I had a lot of support and had no concerns at all regarding any issues with the training provider.

My qualification has helped me a lot in my everyday role now at the AA as it helps me provide the best customer focused experience. It has aided me in working on skills I already had and developing new skills. It has helped me gain experience meaning I have now moved onto another department where I am facing new challenges that my qualifications helps with.

At the AA you have the chance to get involved with different charity days and events such as selling samosas for charity, selling raffle tickets, fun days for children in need and many more. You can also join the wellbeing team where you have meetings with other members of the wellbeing team to discuss what is going to happen in the department for different events to get everyone involved and working together.

Yes

Since working at the AA it has helped my confidence increase a lot, by pushing me out of my comfort zone and challenging myself in situations I wouldn't usually be in. It has also helped me make a lot of friends who are always supportive and willing to help. Both managers and colleagues have helped aid my development and my team are like a family working alongside each other.

To anyone wanting to apply to work at the AA I would advise them just to be confident and outgoing and always to do what you think is right. The main focus would be to always take on advice and critism both good and bad and use it to your advantage in order to help your development.