Customer Service Administrator Review

My role is a Customer Service Administrator. My daily tasks involve setting up insurance hire instructions for Direct Line Group. I answer phone calls from insurance companies and the public customer who are to do with insurance hires through us and our branches. I help with any problems or queries with hire bookings. I take on callback tasks where I call up body shops related to each hire booking and manage the hire by extending it every time I get an update on the customer's vehicle repairs. I also save information of hire policies that need authorization from the insurance companies on excel spreadsheets and update the information to provide hire bookings.

Whilst working on my apprenticeship I took level 3 key skill tests in English, Math’s and I.T in order to pass my apprenticeship giving me good fundamental qualifications. I have improved on my communication skills I use with customers on the phone. I have learnt excel skills, Microsoft word skills and outlook skills which have helped me in my current role. I have also done a presentation which meant I used PowerPoint another skills I gained.

When I took on the programme I expected the social side of an office role to be difficult, but I have found I integrated well into the team I have been put in. I enjoy the social aspect of being in the team and not working on my own. The work load is continuous and it keeps you busy so you rarely have any free time to spare. Whilst doing the apprenticeship I found working and learning on the job were beneficial as part of a apprenticeship and I had lots of help which meant I kept up with the work and didn't get stressed.

I do feel valued within Enterprise. I feel my team and my manager appreciate my work efforts considering I am learning and choosing a different career. I received recognized attention from my manager whenever I required help on work tasks and projects. Team involvement on projects helped me feel valued as I took on my own role and helped contribute to part of the project. I feel valued from outside companies when I helped them and they were patient with me when I was being trained. And I felt within the company valued and welcomed in easily.

I thought the organization of the induction and training were sufficient and thorough. I understood the subjects and modules, it did take me a while to get used to the way I had to complete the work but I did get more support from my training providers on this to help me. The organization of the work gave an overall attainable standard of time to work in and I still had support if I were to go over on a work deadlines. I do feel that the work load could have been put into a more visual layout so the student can understand the volume of work involved. I thought the choice of working on paper or on the computer was a good option as working in administration meant it was easier to submit my work via the Waverley website online.

In order for my training provider to give me the support I needed she gave me both her contact number and email address to contact her whenever I had a question on my apprenticeship work. She couldn't help me with thorough answers but she guided me in the right direction on how to answer and format my work and whenever I had a query. So the support was always available as I worked from home and at work. She was always helpful with every question I had. I thought the access to support helped me well and gave me a nice experience to learning on the job.

I received the majority of support from my team manager and mentor. My team manager helped me use work related topics as I did get stuck on areas where data and percentages on service levels were used. It was easy to ask my manager as he was majority of the time available in the vicinity to take my questions. He always tried to help me and go through my work, checking my work would be sufficient before submitting.

During the apprenticeship I did struggle paying for living and social costs on the apprenticeship wage. I live with my family so I had more flexibility on my living costs than other people living independently. I think if a student on an apprenticeship were living on their own they would need added help on living costs, as I felt the wage was low for standards of livings and extra costs. Now that I have a permanent job role with Enterprise my wage is easier on my living costs and for extra costs.

Internal emails through Enterprise are regularly advertising volunteering work with local communities in my area where on a work day you can help them. Company events and activities are all advertised over email as well as posters on the walls when events dates are close. Classes for language learning and Microsoft internal classes are offered online through Enterprise to help with more qualifications. I haven’t taken on any of the voluntary events or activities but if I would like to it is easy to apply to. Enterprise also gives you discounts with a local leisure Centre in the area to use the facilities such as gym work and swimming. You can also use the classes at curves at a discounted price. I find there are many opportunities.

Yes

I would recommend a friend if they were looking to start out in administration as you are given a high level of training to start. You are given help when needed and there is a good social depth at the company. You have chances to job shadow other teams to try out different areas of the company which is good for anyone wanting to gather knowledge and learn on the job.

If you are applying for Enterprise, research into the company about what they do and their credentials and values to see if they are for you. I found it useful to know what you are looking for within a job role and what you would like to learn. There are lots of different teams with different tasks to handle, so knowing what you would like to do will help you with your career path and will help find the suitable job for you.