Customer service advisor Review

My overall role is to assist customers with queries and advice they may have in regards to there accounts or cards they have with ourselves. So, I use different types of systems to provide our customers with relevant information or advice they may require. For example, a customer may call us asking what type of products we offer, which best suit there needs. By using the different systems and the Santander website I would be able to assist the customer further by offering them the different products and them selecting the ones which best suit their needs.

One of the skills which I have developed further throughout this programme is communication. Being able to communicate effectively with my customers has enabled me understand there queries as well as resolve this for them. Furthermore, another type of skill which I have developed during this programme is time management. So, being able to abide by my breaks and lunches has helped me improve my time management, as I ensure that I come on time.

I feel that this programme has been an enjoyable one as it has assisted me in being able to develop existing skills and learn new skills. This is a good opportunity for me to be able to increase my knowledge in regards to the different products and services Santander provide. With the support that I have been provided during grad-bay it has made my programme more enjoyable.

I feel that the programme is well organised as my training provider, as well as my manager has a structured timetable which includes the different dates in which we carry out training and when we are taking calls. Similarly, there is a system which is referred to as WFM which includes the different shifts which we be carrying out during the week.

I feel that the support that I have received during the programme has just been excellent. At first starting off I required a lot of assistance due to lack of knowledge and with the great support of my mentors this has allowed my to gain a lot of knowledge. Moreover, the support received in my one-to-ones with my manager has really helped as being able to listen to calls I have taken and getting feedback from my manager has made me aware of how to improve further.

The support I receive from my training provider is quite helpful. As I have monthly one-to-ones where we discuss the different types of activities I need to submit and what is expected from myself. This is quite useful as my training provider has made me aware of the different activities which will be included throughout the apprenticeship.

I feel that the sessions that I have with my training provider and the activities that I will be carrying out will allow me to progress further in my role. This is because I will be developing existing skills and learning new skills which will allow me to become better at my role. Likewise, I will be learning different areas of role and how I can progress them further. For example, how to provide goof customer service to customers who are challenging.

There are various activities which I can participate in at work. For example, Santander supports various charities such as Alzheimer's. So, they carry out bake sales, challenges, stay health day. The main aim is for Santander is to provide for the community. They also carry out football days where colleagues participate.

Yes

I would recommend this role to friends as the support here is incredible and there are different types of activities and networks which colleagues can take participate in. Likewise, there is a good working environment and the colleagues here are quite friendly and will always support you when you need it.

Ensure you follow the Santander behaviours as it is one of the most important elements within the business. Likewise, I feel it is a great opportunity in gaining experience in a financial institute. Therefore, this can benefit colleagues in the future when applying for other jobs as they have experience.