Customer Service Apprentice Review

On a daily basis, I am in about 20 minutes before my shift to make sure I'm ready for the day. I answer Emergency Breakdown calls and have to make sure I am giving the correct information out to all of our members. It's really fun and engaging, but you have to make sure you are always on the ball.

I think the main skill I have learnt since starting here is being confident before I started here I was very nervous and quite introverted in some ways I still am but I have managed to improve my confidence over the phone whether that be speaking to customers or other businesses or even different departments within the company.

I enjoy this apprenticeship programme a lot as it has learnt me new things and also carries on learning me some new skills. I think this apprenticeship programme is really good for those who want to improve their customer service skills and also their reliability skills as this job role gives you a lot of responsibility and reliability.

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'm glad it got sorted out otherwise it could have jeopardised our progress.

When I first started out the programme the support I received from my employer was very good with ' off the phone time ' always being put into place in order for me to complete any outstanding work that was needed. Towards the middle of the programme the support decreased a little when my manager went off and I moved teams. Following this, not much off the phone time was arranged meaning I was behind with my work and wasn't meeting the requirements of the apprenticeship. At the end of my programme I moved teams again and then the support again became very good however it was quite stressful having to fit such a lot of work into a narrow time frame.

I have been advised of the information that I need to do to build within this qualification. The change of trainers has made it harder for me, because not all information has been correctly recorded. However, the trainer that I have at the moment has been very responsive and come back to my questions I have emailed over. My only real complaint is that not enough information has been given to my manager.

I think the qualification really helps as it links to our job role and also makes us be better at our job as the work is relating to good customer service. This is really effective even for our members as we build more customer service skills which help on their behalf and also our confidence skills which help the business overall.

there are many extra-curricular activities to get involved in at the aa for example we recently had a fifa tournament to raise money for children in need, we also have our own football team which all employees are able to play for. in addition the aa often hosts social events such as bowling and Christmas parties to get all the employees to socialize

Yes

I feel like they give me room to develop and grow within my role. They have offered plenty of support, I've found that I can ask almost anyone for help and they would be willing to help whether it's my team, manager or HR. They positively promote apprentices regularly, which in my experience makes me feel worthwhile and work harder at my role.

Make sure your comfortable and confident with how you are around others, and make sure your always on the ball as this is a fast paced job. it gives you so many opportunities and gives you a qualification at the end of it with a chance to get a permanent position.