Customer service advisor Review

I answer calls everyday for customers who are looking for help with their personal banking, this involves checking balances, sending out new cards, setting up bill payments and booking appointments etc. I rotate around 8 hour shifts which can be any day off the week, it is also very important to complete security with every customer.

I have definitely become more confident since I started my apprenticeship with Santander as I used to not like speaking on the phone, I have also learned a lot about how to manage my own money etc. I have developed my team working skills as I am in a team and we al like to help eachother when we are stuck.

I don't think the programme is bad although I would say I don't really enjoy it that much if I am being honest.... I find it very draining emotionally and mentally and you are always expected to be working 24/7 which I find very difficult to not even have a few minutes of thinking time. It is an apprenticeship therefore I personally feel that you need extra help as it is half about learning, although I feel I am just working a full time job like an adult that has worked here forever.

I think the programme is well put together as you do receive a lot of training and you also do get weekly one to ones with your manager to discuss your progress. You also get to buddy before your actually on the phone which is great as you can see what the job will be like, although I think the demos need to be more realistic instead of a slideshow of pictures.

I do get one to ones but I don't feel they are very personal and I do get asked if I am ok now and then but I wouldn't say I feel I am very supported. I actually feel like I am just another number to answer the phone sometimes.

Since we are in the process of getting a new training provider, not very much as the person before has left and we are waiting for the new one, although he was great I just didn't see him very much. I have had questions to email off to them since though.

I feel that it does help me to perform a lot better as I receive a lot more training than people who just join the company which is great as you can take more information in as it is spread over a longer period of time. I also have found it easier to make friends as there is other apprentices so I feel more confident in the company in general.

No there is none to get involved in outside of work, sometimes we have a fund raising day to earn money for charity and it may be themed. They have spoke about having charity days out to help the public community out although they have never happened as of yet.

No

It is far too stressful for a young person and I don't like working in a contact centre as people tend to verbally abuse you and make you feel worthless, it is terrible for a young persons mental health. Therefore I wouldn't like to see my friend constantly working to be made to feel like that.

When you buddy ask as many questions as you can so you are prepared to be doing the job alone, listen when you are in training so you know how to follow processes and find the information and finally get enough sleep as you'll have a stressful day ahead and you will need to be as fresh as a daisy.