Team Manager Review

Managing a team of service representatives in a contact centre environment. My role involves the coaching and development of my staff, regular 1-1 meetings and team meetings. I currently manage a team of apprentices and as such have a close working relationship with the apprenticeship provider and ensure that all agents meet the requirements and deadlines of their qualification.

So far I have not learnt any new skills. The content I have covered is either very basic or not applicable to my work environment. I have completed all modules and feel that it is more of a tick box exercise than a learning exercise. The supporting material I have is outdated, yet the provider will not provide me with the up to date content.

I am not enjoying the programme due to the tick-box nature of the course. There is no practical application of any skills so I am not learning anything I don't already know. My apprenticeship facilitator is great but he can only work with the content he is given.

Due to my apprenticeship facilitators work load, my interactions with him are few and far between. There is no definitive structure as far as I am aware, and no timeline of events. I know when I need to complete my exam by but that is about it. However based on the poor content of the course I am not sure a structure would make much difference,

I get plenty of support from my employer, especially my line manager so no concerns here. There is a clear feeling at HSBC that we are all here to learn and as such I am provided with everything I need to in order to achieve my qualification in the required timeframe.

As mentioned earlier, my facilitator is spread so thin due to his workload that I have minimal contact with him. I communicate with him via email to which he responds very quickly but face to face meetings are not common. I appreciate how many learners he has and he definitely does his best.

Currently my qualification does not help me in my current role due to the content not being specific to my role. Some parts of the content are all about how I interact with customers which is not part of my job, so I have to try and come up with alternatives which is not ideal.

I do not currently get involved with any extra-curricular activities at work although there are many going on. I have 2 small children and they keep me busy outside of work so I don't have much free time to attend these events. The site has lots to offer however!

Yes

I would recommend HSBC to a friend because it is an excellent place to work. There are countless career opportunities and you are well supported by your line manager who actively encourages you to progress and develop your career. You are encouraged to think outside of the box which makes it a great place to work.

Be proactive - there is so much opportunity here if you look for it and take your own development seriously. If you work hard you will achieve everything you want and the bank will support you on your learning journey. This is an excellent place to work and begin your career!