CS&O Analyst Review

My role is to work as a telephony based role where we deal with customers in debt. The centre is an inbound centre and we take an average of nine hundred to one thousand calls each day. The job is very demanding and every call is different, but the main role is to set repayment arrangements up for people in debt on current accounts and loans.

Throughout working in the role I do I have developed skills and learnt new ones on both a personal and systematic way. Within my role I have developed strong communication skills with working on the phone and speaking to lots of different customers every day. I have also improved my numerical and language skills.

The programme is an enjoyable one where you learn lots of different skills and are able to develop others that might have previously been weaker. The programme however is not ran the best and there are times where you are not sure what you are meant to be doing due to only having monthly catch ups with your mentor.

The programme is not structured the best as you are often left to your own devise and are not sure what is expected as part of the programme. I would say the programme is not ran the best as there are times where you are not sure what you are meant to be doing due to only having monthly catch ups with your mentor. The missions are well organised and structured but the other activities on the programme are not explained clearly to know if they are within your programme or something that is not needed.

The employer are very supportive with the programme. They often have catch ups with us as apprentices and ask if we need any support from them. It is also a situation where I feel very comfortable to raise any queries or worries if I were to have them and know they will look into it.

I would class the support from our training provider as limited, they do have monthly catch ups with us and always say we can email if needed but everything is based electronically, I would prefer the provider to meet sometimes and person and discuss what is expected and show examples as this would help to clear up what is expected and needed as part of the apprenticeship.

I think the qualification does help to improve performance within my role, making me aware of how my actions can impact others. Including customers, colleagues and the community. This has helped me within my role as it has made me more aware of my actions and the consequences they can have on customers myself and the bank.

There are some extra curricular activities to join in at work, whether that's joining other colleagues for a weekly walk to help improve fitness and productivity or being invited to professional networking activities going on such as for the aspire network. However, there could be a few more but people are always able to make suggestions and set up their own activities.

Yes

The company is a good company to work for with many benefits such as life insurance, pension and dental care. The company also is very inclusive and makes everyone feel welcome no matter what. This was very important to me as an 18 year old female looking to start their career after A-levels within the banking sector.

I would give them the advice to not be scared to apply, no mater their experience, age or anything, the company is very inclusive and welcomes everyone. I would also advise them to be themselves and be friendly, everybody will be scared on their first day. Confidence is key in a career.