Telephony Service Advisor Review

I take calls from customers and help them perform everyday banking tasks. I am the first point of contact for RBS customers and also help assist with financial needs such as loans, overdrafts or mortgage appointments. Overnight, I assist with emergency situations and also provide support for digital banking options.

I had previous experience in customer service, and this role has allowed me to develop those skills further. I have learned a lot about finances, in particular UK finances, especially because I am originally from overseas. I have also developed some pre-existing sales skills to assist with getting customers signed up for particular services.

The programme linked in with my role is relatively new, and as such is a little underdeveloped. In a call centre environment, it can be difficult to gather evidence, and company restrictions prevent observations. There also aren't a huge number of colleagues who have completed the programme as it is quite new, so it can be a little difficult to seek guidance internally.

The structure of the programme itself is quite loose. which lends itself well to my department. Having strict deadlines and specific time set aside for study can be awkward as call centre work is not always conducive to study. The programmes requirements however are very well set out, and what is needed from me is made very clear.

My employer has been very accommodating to me and my fellow apprentices, especially considering that we are also full-time employees. We have 80 minutes every two weeks set aside off phones for apprenticeship work, and my line manager has been very helpful with fielding my questions. Several tasks require direct manager input.

My assessor for the programme has been extremely helpful and transparent throughout the entire apprenticeship. I initially was late onto the programme because of an injury, but my assessor helped me get on track and get swiftly underway. She is always very prompt in answering my questions, and always makes sure I am not left without contact.

At a base level, the apprenticeship has taught me the fundamentals of banking in the UK, which I was not previously privy to. Also, it has allowed me to analyse my work and think more carefully about how I perform my role. Some aspects of the programme are not necessarily relevant to my role however.

RBS offers a wide range of groups and activities to get involved with. There are a number of clubs - book clubs, skiing clubs etc, as well as numerous opportunities for networking at banking events. My team is very social, and naturally has organised a number of extra-curricular activities such as running groups.

Yes

The culture within RBS is without a doubt the best I have experienced in a workplace. Managers are extremely caring, and there are no colleagues I have ever taken issue with. There are also endless opportunities for career progression, and this is regularly encouraged by line managers and colleagues alike.

It's a hard and fast environment, so be prepared to be on your toes all day. The work can be a little repetitive, but is ultimately rewarding. If you were to apply, it is most important to show that you can work as part of a team, and also that you are adaptable and open to feedback.