Customer Telephony Advisor Review

Through my role as a Customer Advisor, I interact with customers on a daily basis and assist with any account queries they have. My particular job role ranges from many different tasks including Fraud to Complaints therefore it is vital for me to be versatile when interacting with both colleagues and also customers equally.

Through my current role, I have developed new skills e.g. through my communication styles/techniques which has helped and allowed me to transfer these skills when communicating elsewhere. Particulary I have learnt to listen and empathise with customers which therefore allows me to be more efficient and provide better outcomes for customers.

My apprenticeship programme has benefited me greatly as it provides me with background in what my current role entails and gives me a further understanding in what I am meant to be doing to more effective and efficient with customers. Additionally, through my programme I am able to apply skills and transfer these new skills within my calls to provide improved customer service.

I believe my programme is structured well alongside my coach who provides guidelines on task completion which helps with aims/objectives I set myself to achieve my short/long term goals. Additionally, I am able to keep a track on my programme by referring to a schedule which has been implemented within my programme again preventing me from falling behind in my programme.

Through my employer, I do recieve ongoing support and am able to take time out which refers to the 20% entitlement I am owed as part of the apprenticeship programme . Furthermore, if needed I am able to communicate with my manager if I am unsure in any tasks within my workbook and gather an educated answer to complete my workbook ensuring this is to a high standard.

I have completed my Functional Skills English & Maths and currently undertake further tasks within my programme to improve my English and Maths. The support I recieve from my training provider refers to these extra tasks which have been set as part of the apprenticeship programme in order to ensure I am competent with both my English and Maths.

Extra tasks allocated to myself help me to improve within my role as tasks allocated refer to my particular business area and daily tasks which I am required to complete within my role. Furthermore, tasks allocated also help me to work toward my short/long term goal and essentially act as a form of training to achieve specific goals.

Yes, through working at Lloyds there is a wide range of extra-curricular activities available to myself. E.g. there are events which are introduced to help in CV writing or on the other hand there are social activities within my particular group which act as a way in helping team building.

Yes

Through working at Lloyds, there is a wide range of oppurtunities which can be explored and as the organisation is versatile within departments this therefore reflects the oppurtunities which can be worked toward. Additionally, there are various benefits Lloyds offers to colleagues on top of the existing pay which colleagues recieve.

Whilst working at Lloyds I have found it is important to ensure you are motivated at all times within the job role which will help to adjust and be able to be more open to advancing and looking toward new roles and developing. Furthermore, it is also important to show a keen interest in any activities and be open to adjusting as change is inevitable and ongoing.