Customer service advisor Review

It involves helping customers over the phone about their quires on a day to day basis making sure they experience a good customer service. My role also involves keeping track of the info centre so if a customer quires about an incident I can help them resolve it. I have floor walkers to help me with any difficult calls by advising me what's wright and what's wrong. To top everything of I have a daily grad bay meeting which involves what I Can do to improve and what further help I need to succeed on my calls.

In my role I have learnt new skills such as being more confident over the phones and also in general by speaking up and sharing my opinions. I have also improved on the systems such as NEO I no longer am confused on where to go and what options to click when doing certain things for customers.

I enjoy the programme very much as its made me more aware of situations and its helped me build my confidence levels throughout. However at times it can get difficult as there are difficult customers to deal with but over all its a very exciting and challenging programme. I enjoy talking to customers as some customers are quiet nice and talkative about themselves which cheers your mood up as a colleague. I also have development time which is an hour of the phones as I do my functional skills this is a reboot as I am also learning my maths at the same time.

The programme is well structured as it helps individuals develop skills step by step and its taken slowly and steady, there is also a brilliant system called WFM this system allows every individual to see how their shifts are scheduled and what days they have of including meeting times, development times, break and lunch times.

I receive a lot of support from my employer as he helps me with everything I need to know , I also have a team meeting with my employer so we can go through the up to date stuff and what calls we have passed as a team, this encourages me and guides me to the straight path of working hard and being loyal to my job role over all.

I receive a lot of support from my training provider to achieve the best qualifications I can , by taking many tests after each session of work I have completed , this helps me by completely understanding the work so I can achieve the best level of qualification. I also had a one to one review every week which includes what I need to improve on and what I am doing good at , the feed back helps me improve on what I need to develop on and this really helps.

It helps me perform better in my job role by using all them achievements and feedback in my grad bay as this comes in use when I am on the phones. I feel so confident in this as I've been trained to push my confidence level up so in the long run i can speak confidently to customers, I've been trained on the 9 behaviours which have also come in use for e.g. embracing change as I travelled from the training room to the 4th floor to take calls and this was a really big challenge and change for me.

Yes they are such as community days out but I haven't really been part of that , but I have been part of some games in international woman's day such as the cracker challenge where u see who eats the fastest and who finishes the cracker first. I've been part of the raffle tickets and have given some charity in also. There's dress down days on Fridays when you can where what you like.

Yes

I would recommend this job role to a friend because it helps you build your career and helps you with a lot of things such as being more confident and speaking more confidently as this becomes a every day life job for you . You also enjoy this job as you get to speak to different people every day . You also be involved in different activities such as international woman's day , there is a lot of support at Santander such as mental health problems and other support which helps you throughout your personal life.

The tips and advice I would give is you need to be passionate and alert about the job as this comes down in handy and you also need to stick to the 9 behaviours which are Embrace change, Actively collaborate , Bring passion, Give support , show respect, Speak up , truly listen , Talk straight, keep promises. If you have all these and you work towards them then the job is surely for you. The main thing is also working back on your feed back which shows that you are motivated to work and that you are truly listening.