Customer Relationship Management Apprentice Review

by Equans

Rating

7.6/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

On a day to day I run all the customer service reports. these include the agents scorecards for the previous day, the FCR reports for the customer satisfaction, updating the queue stats for the previous day. As well as doing all the scheduling, sickness, holidays, meetings ect for Customer Service.

7/10

2. Have you learnt any new skills or developed existing skills?

I have learnt multiple new skills as I moved from doing Employee Services to Workforce Development and finally to Customer Service. I have learn new skills such as how difficult it actually is behind the skills for them to keep their KPI's and the work behind the scenes never stops.

7/10

3. To what extent do you enjoy your programme?

I enjoy the programme that I am doing a lot as it is different and gives you an onsite into how the CS area works and how much actually goes into the scheduling and processing of the agents and advisors out at the contact centres. I am enjoying what I am doing at the moment as I am only in this job role till September - when the new apprentice comes in

8/10

4. How well organised/structured is your programme?

It is fairly well organised. This is because I am doing a Customer Service Specialist Standard Level 3 however I was working in payroll and I couldn't get what I needed in employee services so I was moved to workforce and then to customer service - I have been given the opportunity to look at different areas.

8/10

5. How much support do you receive from your employer?

I receive some support I don't always get the support I need however I don't need that much support with the course and also the work load I have. I have access to all the material I need at hand and if I don't have it I can find it or ask for it.

8/10

6. How much support do you receive from your training provider when working towards your qualifications?

For my qualification I get support of both my manager and my college tutor. Any problems I have I can talk to them and get the help I require. My tutor comes and sees me rather than me going to the college - this is handy as it doesn't stop me from doing my day to day.

8/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

I feel like I am getting the support from my manager which helps me with my college work which in-turn helps me with my job and helps further my knowledge. It helps me perform my role better as I have more of an understanding of the job I do on hand.

8/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

On the NTC contract we don't do many social events or anything like that. Our main socialisation is when we have buffets for when someone is leaving or it is an important birthday or it is a special occasion. Some of the teams do things outside of work such as Durham days out drinking ect

7/10

9a. Would you recommend Equans to a friend?

Yes

9b. Why?

Engie is a good company to work for with many perks and many different opportunities. It also caters the best they can to your needs and abilities. I would recommend it to a friend or family member as it gives you the opportunity to be yourself and work with others.

10. What tips or advice would you give to others applying to Equans?

Make sure your experience and CV are up to date. Make sure you know something about the company and keep. Apply for something you love dont go into a job you know your going to hate as you won't enjoy it and it needs to be someone you love as the you enjoy it