CS&O ANALYST Review

On a day to day basis my role involves answering telephone calls for the helpdesk I am a member of. It also requires me to answer any emails sent into our inbox. On a day to day basis I will complete registrations, audit requests, customer incidents, customer querys on our product, scanning and printing administration duties, answering queries from other staff members for example relationship managers or complaint handlers, I also work on specific projects and attend meetings to ensure my helpdesk is functioning to its best capacity.

I have developed lots of existing skills for example my use of microsoft word and microsoft excel has improved a lot and I am able to collate data etc. I have developed my communication skills and have learnt how to handle complaints. I have also learnt how to use outlook to develop my time management skills. I have also developed my leadership skills as being the most experienced member of my team and using this to coach and share ideas with my small team.

I enjoy my programme because it has helped me to highlight my strengths and my weaknesses and be able to confidently talk about what I am good at and what I need support with. It has made me more confident in the workplace and has helped me develop skills that I didn't know were important until I used them and saw how they could improve my customer service and my team skills.

My programme is well structured as I was given a clear overview of the missions and tasks that would be expected from me and when these would be due in. I have been given support and knowledge about my next steps and advised on how long each part will take. I have regular meetings with a skills advisor.

I receive a lot of support from my employer as I am able to take any time needed to complete my apprentice work. I know I can speak to my manager if I have any problems and we can discuss what I need and how long I will need it for. I feel I am able to confidently progress with this support and do not worry about what I need.

I receive a lot of support from my training provider as they are always there for me to email if I have any questions. They are also really helpful during my monthly skills advisor meetings where they explain my missions or any next steps that I may need to take at any time. They are approachable at all times and respond promptly.

I feel my qualification helps me perform better in my role by helping me focus on the ways I can improve my customer service and my team skills. It also helps prepare me for any questions from customers that are bank related rather than for my specific department where I would only learn limited knowledge specific to my product.

There are extra curricular activities I can get involved in as there are lots of professional networking events. For example the women's network or the LGBT network and also the families and carers network. My department had a quiz earlier on in the year which I was able to attend. A colleague of mine recently won tickets to the cricket world cup. There are christmas partys and meals.

Yes

I would recommend RBS to a friend as it is a great place to begin your career as you are supported with regular one to ones and help with your personal development. You are supported through challenging times outside of work and always in a friendly environment with no judgement. There is always something to get involved with and to ideas to keep staff engagement high.

I would advise them to do their research and see if RBS has the same goals that they have themselves. If they are interested in delivering customer service whilst working in a happy work environment then RBS is the best place to be. I would advise them to work hard whilst at RBS as there is plenty of room for progression.