Customer Manager Review

by The AA

Best Apprenticeship Employer

Rating

7.9/10

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

I manage a team of 14 Customer Experience Coaches, the main role is that of a proactive nature and making sure we do what we can to improve and enhance the customer journey by minimising any delays that may happen and also looking to set the customer's expectations as early as we can.

7/10

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

I have learnt the importance of making sure I listen to everything both our customers and my team members say. I need to make sure I actively listen and do not jump to conclusions. I have also discovered the importance of unconscious bias and the impact this can have on my day to day work.

7/10

3. To what extent do you enjoy your programme?

I really enjoy the programme and the assessor is amazing. Nothing is too much trouble and she will make sure you understand what she is asking of you. The course is enjoyable and the residential stay in Windermere, Lake District was very good as we learnt the skills and used them in activities.

7/10

4. How well organised/structured is your programme?

This could be better. We don't really see what is coming next in terms of the modules and they can sometimes really a bit rushed. Although, once we know what it is we are working towards the structures make sense and we can work together towards the end goal.

4/10

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

I receive a lot of support from my employer. They are happy for me to spend at least one day a month away from 'work' and making sure my portfolio is up to date. Anything I need is not too much trouble and they are very supportive to me as an employee.

9/10

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

I feel I am getting a lot of support and understand what is expected of me to succeed. I know I have to put some hard work in my self but I also understand the benefits of me passing the course and the other ventures that could lead in to.

9/10

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

I feel I have become a better manager already and have a better understanding of what is needed of me to succeed in my role. It is very important to put my learnings into the day to day job and I have done this and feel I have used this to benefit me.

10/10

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.)

I am a very active person and have used this to help with some fund raising I have been doing within the work place. In regards to networking events, there are not a lot that I can do but I have tried to do as much as possible within work.

10/10

9a. Would you recommend The AA to a friend?

Yes

9b. Why?

It is a very rewarding company to work for and they really do look after you. You feel a part of the family and it is really enjoyable to come into work on a daily basis. I really do enjoy coming into work and have made some friends for life here.

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

Work hard!