Customer Service Advisor Review

My role is to process transaction s and deal with customer queries at the counter, help manage front of house and datm areas, support my manager through L400 duties and help my team provide excellent customer service.

I have increased in confidence since beginning my apprenticeship. I try to be more involved and active participate in branch activities such as community events or even just voicing my ideas. I have also improved my computer and presentation skills through the skills data and assignments.

I find the programme challenging as I'm pushed out of my comfort zone which has been good for building my confidence. Enjoyable overall

You have a clear idea of timescales and deadlines for completing your missions and submitting work. I feel at the beginning it was a bit confusing as to what we were expected to do and how. The coaches we are assigned to support us do an excellent job of making sure we understand what each assignment entails and give us clear guidance and feedback.

I feel that my employers try to be supportive but aren't always able to give me the time I need during working hours to complete my tasks which has meant me doing a lot of work at home. However my line manager supported me outside of her own working hours several times but being allowed the time I need is still very difficult.

My coach has been very supportive and is available to answer any questions or concerns I may have very promptly. I benefit from our regular phone meetings as I feel it's much more personal and friendly and I can ask for constructive feedback or guidance when I need it. There is plenty of information and additional resources available from BPP itself and online forums to help you.

My confidence has definitely increased which helps me to deal with customer queries and challenges. I'm much more open to taking on new tasks or getting involved in new processes.

We are able to get involved in community events outside of working hours to help support local charities through fundraising events or taking part in community projects.

Yes

Santander is a business that has worked hard to build a reputation for excellent customer service and looking after its employees

Be yourself and ask for help when you need it and help others when you can see they are struggling. Put yourself in your customers shoes and treat then how you would like to be treated