Customer Service Advisor Review

I am a customer service advisor on the phones at RBS. I can transfer funds, set up payments and submit recoveries. I deal with the day to day banking experience and advise customers on what is going on with their accounts. I can pass comments on to other parts of the bank if the customer presents as vulnerable and may need more support and I can report customers if I believe they may be fraudulent

I have developed my customer service skills and my admin skills by dealing with customers day to day and filling in forms for customers. I have gained new knowledge in regards to the banking industry and the processes I have learnt in regards to this bank specifically. I can use more systems and I navigate between them whilst on the call, with more ease as time goes on.

I like learning new things and I get satisfaction when I succeed in my endeavours. I am enjoying the modules and tests to sharpen my knowledge to help my role itself. I like to focus on the missions and to have time solely to focus on the learning, where I am off the phone and can concentrate fully.

The programme itself has a lot of different learning elements but they do not have specific time periods you need to finish them in. The missions themselves have time limits and we are giving 80 minutes every couple of weeks to do more learning for the job. It is flexible and allows you to work around the role itself but it is not particularly structured in terms of the other learning modules and tests.

My employer gives me time out to work on the apprenticeship itself and is willing to help with anything I need to do in my role to help complete the missions. He is always available for me if I need advice and I feel supported in continuing my learning and development.

The training provider has scheduled calls to myself every 4-5 weeks to cover my progress and what I need to do next. I am able to call her, email her or submit any learning on the VLE. I am able to submit the missions and get feedback before I submit a final version to be marked.

The extra attention to my service allows me to progress and see any areas I can improve on in regards to my customer service. It allows me to reflect on what I am doing well and what I am not so sure about. There is a lot of background reading so I can improve my knowledge which will help my ability to help customers with problems I may not have been aware about before.

There are charity days run by the bank we can get involved in and we also arrange days out with our team for team building. There are certain events happening throughout the year which we can attend and build our networks and can join in. There are workshops and learning we can do as a team to build rapport and knowledge and experience.

Yes

Everyone in the bank is friendly and wants to help people to proceed and grow in the company. Anything you want to do to grow and learn is appreciated and there are plenty of things you can do to build up skills and experience within the company. They are flexible and you can fit learning around your schedule.

I would advise for them to be themselves and ask questions, there are plenty of opportunities for everyone and they can advise them how to progress. Show ambition and want to learn about the bank itself. Seize the opportunities and go for it, do not let nervousness let them miss out.