Service Advisor Review

RBS has a strong team work culture, and when it gets busy, there is a lot of multi-skilled staff who will help each other in order to provide the best service to the customer. However, due to lack of technology, the team work is only good within the department. There is little connection with other departments, and the computer systems are not linked. This becomes difficult when you are trying to provide better service. RBS also has an excellent community service, a lot of volunteering work given by staff in their own time, and fund raising activities such as cake sales during office hours. The job role involves dealing with Business customers on a day to day basis helping them complete their everyday banking tasks.

I've been able develop my knowledge in a plethora of different banking systems alongside improving my customer service skills. Not only this but I've been provided with opportunities to lead as well as take on challenging situations that allow you to utilise your problem solving skills and thus use them in your job to help customers with their queries and issues.

RBS is a fun place to work. They have a solid management team and they give you the chance to excel in whatever you do. Overall the culture is typical of a professional business. My manager and my team members have allowed me to thoroughly enjoy me team here so far at RBS.

In terms of structure and organisation this has to be one of the more negative side of things with the apprenticeship. For me personally, the apprenticeship and is tasks have been more difficult and stressful than they should have been. I often found myself (and still do) not being allocated enough time to complete my apprenticeship tasks if any at all. I think this area of the apprenticeship needs a serious improvement as this has affected my mental health to some extent in a negative way, the pressure can be quite a lot when you have deadlines to meet and aren't given the time and support to so.

As mentioned in the previous section, the support is not up to scratch, there needs to be more communication between BPP and RBS so that even time is allocated to the apprentices to not only meet their potential in terms of doing the best they can, but to just complete the most basic of tasks assigned to them in order to just pass their apprenticeship.

The support from the training provider itself is actually very good. There's not much to complain about, I find my mentor constantly being available and ready to offer their support in all aspects of the apprenticeship. BPP themselves are great at being the training provider in terms of support. Everything you need from a great training provider is there for you.

I feel the training provided and the qualification does give you a good insight from the customers perspective, which then allows you to perform better in your role. It gives you transferable skills that allow you to perform better in your job role, not only that but it generally improves you as an employee and offers you the chance of doing well elsewhere, in other roles.

There are some extra-curricular activities to get involved in at work, but they're not a focus at work, whereby employees are made aware of and have the relevant knowledge of how they can get involved etc. We've just been made aware of volunteering and fundraising for charity which is nice but there's not much more.

Yes

I can honestly say I love my job at RBS, however I feel that I have progressed as much as possible in my current role. My job involves speaking to customers on a day to day basis, as well as in part the training and development of new staff. The one downside to the job is that as a call centre environment, you are tied to your seat with everything being timed, including toilet breaks, lunch breaks and team meetings, down to the second, The most enjoyable part of the job is the recognition that you receive for working hard and doing everything for the customer. The better you are at your job, the more opportunities you are given.

A day as a Customer Service Officer consisted in meeting various customers from all walks of life, you need to be able to build a rapport. I learned a lot about communication with both customers and peers, and the way in which retail is managed. The most difficult part of the job is adhering to targets set e.g. KPI, stats, referrals for other products, tailored to the customer's needs. The most enjoyable part of the job is working in a somewhat 'family' environment; good balance between fun and pressure to drive you to attain goals and targets thus therefore help you meet your potential.