Customer Service Advisor Review

My role involves answering calls and helping customers with queries on their energy accounts. It involves managing expectations of the customer and doing the right thing for them in line with the business values. I am expected to keep things clear and precise to help the customers understanding of the issue they are calling about to remove any need for unnecessary call backs

I have learned to develop my communication skills in the ability to adapt how I speak to my customers and speak in positive terms, such as going through with a customer what I can do rather than what I cannot do for them to help with their queries. It has helped develop my typing skills and how I process information for the customers to make sure future agents can understand the interactions

I enjoyed the interactive training we got to go through and practice that we were able to put in before taking calls properly. The learning associates were vey helpful in answering our questions and helping us understand the criteria we needed to hit to pass the apprenticeship. Compiling the information needed was manageable for us as it was all very spread out and examples specific. But the marking criteria of what kind of examples we needed to get was not very clear and we were quite lucky that the manager and learning associates were able to go through and clarify this with us

The programme supplied to us informed us of what we needed to do in regards to how it was separated into sections, such as communication and system knowledge. But was not very clear in terms of what type of evidence we had needed to submit into each module to make sure we got the best marks

During the training and apprenticeship course work I have received tremendous support from staff and managers. I cannot think of anything else that could be done to provide me with more support. Constructive criticism has been provided in areas I can improve on and the standards I have been set are very clear what has been provided.

In regards to learning associates there support was very clear and detailed. Everything was clearly broken down for us with regards to getting the passing criteria and what kinds of evidence we would need. Our manager and call centre manager would allocate us time to do apprenticeship work during business hours so we could maximise our opportunities to improve our work

It has helped me by allowing me to understand the importance of why I need to follow the instructions the company sets and more of the business practices that we are regulated by as an energy company. Its allowed me to see my progress from when I started and given me a better knowledge of the systems I need to use

Our work provides multiple opportunities to help with volunteering in the community and to charities that raise money or provide a service to those in need. There are groups arranged through in the work that allows engagement for fun activities like raffles and team fundraising activities as well that is encouraged for employees

Yes

It is a good company to work for with a supportive management structure and good facilities that values its employees. Making sure there are opportunities for its employees to work hours that suit them. The pay is competitive and allows for extras based on good performance from you when reaching targets

I would advise them to be positive and make the most of opportunities offered to them here. I would say that being honest about worries or concerns you have is the best way to keep improving and get the most out of the opportunities that are given in learning and training sections