Emergency Breakdown Call Handler Review

My role involves logging onto my computer and all of the systems that I will be using throughout the day by 08:00am, I then will then go available, meaning I am ready to take calls. I will also make sure to check what times my breaks are throughout the day, therefore I will know when to take breaks in accordance with the real time planning.

Before starting this role my ability to handle a situation with an angry customer was far less than it is now. Since starting this role and having coaching sessions with my managers I have been more able to calmly deal with a customer who is upset and come to an agreement whit them in regards to how we can help them.

I thoroughly enjoy my apprenticeship programme. My programme has a great balance between the education and work aspects and so we get plenty of time to speak with our tutor and ask him any questions that we have and he is consistently n the office with us on our training days to help us out if we need it.

At the beginning our programme was not that well organised (for the first 3 months). Once our new tutor was assigned to us however the programme became much more structured than It once was. We have now had a meeting with our tutor who has outlined how we will be moving forward with out training from here

I get a lot of support from my employer. We can always ask for our managers to go through something that we don't fully understand with us and we will sometimes have coaching sessions on our training days in which we will go through the trends in below markings for calls and how we can avoid them, among other things.

My training provider is always willing to support us in any way he can. he is always in on our training days to make sure that everything is running smoothly, he will also occasionally do observations in which he listens to our calls to see how we are progressing since our start date.

I think that my qualification helps me out a lot in my role as the qualification involves us investigating different aspects of our role, such as legislation and feedback etc. this only helps us to develop more in our role as we explore all of these aspects and then apply them to ourselves.

Since starting my role, I have had multiple opportunities to take part in multiple extra-curricular activities. I have been to the apprenticeship awards in London at the end of 2018, there have been meals that I have gone to and a nigh tout t go bowling that I have gone to. There are constantly new extra-curricular opportunities available to us.

Yes

The AA has been an extremely welcoming place to work for the past 7 months, in that time we have been constantly developing our skills and getting trained to do more in our role. Everybody is willing to help us to develop and, as apprentices, we do not get treated differently to the other staff at all.

I would say that The AA is not or everybody, you need to be a calm person who can deal with customers without mimicking their tone of voice back at them, so if they are snappy at you, you need to be able to not be snappy back, you also need to have good timekeeping due to the nature of the job, making sure you can manage your own time and take responsibility of you own timetables.