Customer Service Advisor Review

In my role on a day-to-day basis it involves me reviewing my emails to check if there is anything urgent I may need to address (this could include calling a customer back or following up an issue with the relevant team) before taking live calls. I take live calls all day meeting their needs, i do this by using many different systems.

I have developed my communication skills a lot and I have much more confidence now to speak to customers in a more informative and personal level. My computer skills have improved using emails on a daily basis and keyboard shortcuts. I have new skills in that I know how to use the systems for banking that HSBC use.

I enjoy my programme to some extent because we have a full day to work on the apprenticeship in quite a relaxed manor and it is good to have an extended break from taking calls from customers. The disappointing aspect has been the lack of communication or guidance which did make the first few months not very enjoyable.

I feel the programme has a good structure on paper however it has been very unorganised. We did not know who our point of contact was for a few months we also didnt have the reading material until we had our talent coaxh assigned to the apprenticship group. It could now become organised now that these issues have been addressed.

We recieve regular support from our employers regarding our apprenticship however i feel that the support could have been better if our points of contact had more knowledge of the apprenticship i felt they had very similar knowledge as me and the fellow apprentices so the support wasn't always as helpful as it could have been.

So far I haven't received too much support due to the fact the training provider were in the middle of hiring new talent coaches. We got assigned one just over a month ago and since then the support has been much better and i have been shown how to utilise the systems available to me.

Since I am still at the beginning of my qualification I cannot really tell at this moment how it has helped me perform in my role. However I am confident in a few months time after using the LIBF textbook my knwledge of the banking world will be much greater and it will help me in my role.

There quite a few to get involved in. I havent been involved in too many yet although i have done some on a smaller scale (team only) like meals and drinks with fellow team members i also attended the works christmas party. I would to get involved in more sports teams.

Yes

Because it is a very stable and successful company in which you can progress your career and move into many different roles that could be suited to different types of people. There are also many small benefits like pensions,health care and stock and share dealinfg with low risk. The money can in situations be good.

If applying for HSBC I would advise the applicants to be confident when in the telephone and face to face interviews as most of the business needs to be confident in what they are doing and this can help customers. Be yourself,HSBC are flexible and open to all people.