Customer service adviser Review

I work in customer services in a call centre environment selling car and home insurance to customers and resolving any queries they have. I work on a computer whilst on the phone and use programs such as excel, Microsoft word etc, I have to liaise with other internal departments for assistance such as the accounts team or the underwriting team either over the phone or via email. Whilst on the phone I need to follow certain scripting to ensure I meet industry standards and provide a positive customer experience to promote our company brand.

During my time I have enhanced my skills on computer programs such as Microsoft word and excel, and learned new ones that include customers insurance details that are company specific. I have developed my communication skills and gained confidence in understanding the products and services. I have learnt about regulations and best practise such as General data protection Act. I have developed good relationships within the workplace and how to work effectively as a team.

It allows for variety, I get time to complete my job as well as spend time studying and reviewing any development and learning that has taken place. I enjoy having a deeper understanding of methods behind what I do in the normal job. I will also be happy that once the apprenticeship is finished I gain a qualification that shows I have taken the time to complete study whilst doing a job.

I am given a certain amount of time each week to complete study time as well as time for over the phone assessments and chats, or face to face chats with an assessor. The visits are usually planned a month in advance so I can organise a suitable date and time for these to take place. These are logged online so I can see exactly when my visits are and when they have been.

We are given lots of support, we have a lady who we can either email or phone in regards to our apprenticeship. We also have occasional meetings we can attend to discuss how the apprenticeship is going or if there's anything we would like done differently. They also allow me the correct time for studying and meetings

They contact me via phone, text or email. They arrange the visits around a month in advance and provide a combination of face to face and over the phone visits, there are lots of resources online that you can use to help you if you struggle with any topics in particular like maths or English. If a staff member is off sick and unable to make your next visit they do email you to let you know.

It helps to have a deeper understanding behind why we need to do the things that we do. We can then have more empathy as we understand why the company operates in certain ways and how certain aspects can help a customers journey. It also helps future employers to know that you have a good understanding of customer service.

We have regular team meetings once a week to discuss what is happening and important to us. This also allows time for ice breakers to get to know one another. We are given a team fund to spend on activities to help us develop as a team for example we can go for a meal out as a team.

Yes

I truly believe in the companies values and encourage family and friends to buy products through my company. I believe there are lots of benefits and things like paying for you to complete an apprenticeship is really useful long term. I think there are lots of benefits of working for a large organisation.

I think it is a good company to work for as long as you work hard and pay attention. There are lots of rewards and recognition you can get and lots of opportunities to grow and develop. There are a lot of departments so you can progress into other areas.