Customer Service Agent Review

My day to day role involves being first point of contact for Advance and Premier customers of HSBC. Day to day my role changes based on the needs of the customers. I am able to raise complaints and solve these by offereing compesation or gifts. I am able to solve customers simple queries as well as more complex such as disputes.

During my new role at HSBC I have been able to develop my existing skills of customer service as I am now dealing with a different group of customers compared to my old job which was face to face customer service. I have had to make sure my tone of voice and use of language reflects the situation correctly

Up until now I have not enjoyed this progamme as there was a severe lack of communication between ourselves and knowledge pool. We have been unable to start working on the apprenticeship until now. Now that we have contact with our talent coach I am enjoying learning new things and progressing/enhancing my skills whislt studying for a new qualifaction

Up until now it has not been well organised. We were not informed for 3 months what the apprenticeship actually entailed. We then enrolled for the apprenticeship in January to then not meet our talent coach until March. I have only just recieved my cert RBCB book today 21/05/2019 5 months after I first enrolled with the apprenticeship. I am now starting to understand and enjoy the apprenticeship a little more

My employer is supportive as they want to see each person progress within their role and through the business. I do however find it quite difficult as our managers are not trained on delivering the apprenticeship so they are limited on the information they can give and help us with

Up until now we have not had addequate support from knowledge pool as we were left 5 months without contact. It has felt very disappointing and made de-enrol from the study as I felt like it was never going to happen. After my first meeting with our talent coach I feel alot more confident and supported that we will complete the qualification

I dont believe the apprenticeship at the moment helps me to perform better in my role, at the moment I am using the apprenticeship as a way of documenting customer stories/experiences from my day to day role. Tiles on tessello allow us to refresh knowledge such as health and safety

At the moment I am not taking place in any extra-curricular activites but am aware of some I am able to take part in if nessecarry. We organise as a team a acharity day where we help chairties/groups in our local community. I have also seen there is a netball team that I could be a part of

Yes

The business so far seems like a very friendly place to work. Everyone is more than happy to help eachother and felt very welcoming when joining. There are lots of career progression opportunities available depending on what you want to do but also have opportuinties to explore the different roles available

I would advise others to stick at their role as there is alot of opportunities to preogress within the business. I would advise others that are applying to a job at HSBC to ask as many questions as they find necessary and to not be shy with asking any as theywill only help themselves in their progression