Customer Service Advisor Review

My role involves coming to work everyday and checking what has changed or has there been any issues and incidents , so if customers have any queries I am able to tell them why and able to resolve the issue but most importantly my role is speaking to different customers everyday and solving their problems and giving them the best customer service I can. It also involves being able to handle customers in difficult situations and letting them know we are doing everything we can to support them.

I have learnt many new skills such as being to deal with difficult customers and being able to calm them down and letting them know that I am there to support them . Another new skill I have learnt is being to adjust with different accents . A skill that I have developed is being confident whilst being on the phone an able to resolve the customers situation and problem. Another skill that I have developed is speaking up so that the customer knows what I am saying and give them the best customer experience.

Honestly speaking I enjoy the programme very much but sometimes it can be very challenging when you come across difficult customers and be in situations where you cant resolve the issue, sometimes it does get boring as you do the same thing everyday but I have a lot of support around me from my mentors Aaron , Fazeela and Holly and support from my colleagues around me.

I think the programme is well structured as the system in place called WFM allows us to see when our shifts are scheduled and when we have our lunches and breaks. It is very well structured due to the fact when we did our training in BPP everything was nicely organised and got me to where I am right now.

I receive so much support from my mentors [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] as when I put the customer on hold or in need of help I can always tell the problem and can help me resolve the problem. Also I get a lot of support from my Manager [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] who is always there to support me and give me feedback on my calls which helps me develop and give the best customer service.

I receive a lot of support from my training provider [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] who is always there to support and help me work towards my qualifications. Zuleka has been a massive support to me as she has helped me develop my confidence and given me feedback whilst being in the training room and giving me feedback on things to develop which has allowed me to be the confident person I am today.

I feel like I perform better in my role by allowing myself to take on board the feedback I have received by my training provider [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] and able to show full 9 Santander behaviours whilst being on call. It has really helped me a lot due to being confident on calls and being able to adjust to difficult situations. Being able to present all 9 behaviours to our customers allows me to give the best customer experience.

There a lot of activities to get involved in but I haven't really been a part of it, but there has been some games that I have been a part of which was 'who can eat the cracker quickest without any water' it was really hard but had a lot of fun whilst doing it , also I got involved of the raffle ticket which was donating £1 to charity and we also have dress down days every Friday , which means we can wear whatever we like on Fridays.

Yes

I would recommend Santander to a friend because it is such a huge advantage because you gain a lot of confidence whilst being on phone and able to help customers, it also allows you to gain independence and have good speaking and listening skills. Santander also allows you to move up the ladder and build your career and it also gives you work experience and a good opportunity to move somewhere more higher than your role.

The advice and tips I would give to others applying to Santander is to have a good mind set and don't just do the job for the sake of it , do it if you are really determined , and also advising them that there are 9 behaviours Santander have which are Actively Collaborate , Truly listen , Talk Straight , Speak up , Show Respect , Embrace Change , Keep Promises , Bring Passion and Give Support and that these are the behaviours you have to follow to become successful. Also telling them that when you receive feedback don't take it in a bad way but to work and develop on it.