Claims Handler Review

I regsiter new claims and deal with existing claims, this involves having to be very customer facing and taking these calls and being able to deal with their issues at the first port of call. While having to be customer facing on the phone, I also have to be customer facing by email and picking emails up from claims which are not dedicated to myself and helping out with the team. Also, I manage my own portfolio of claims which are usually the claims I register myself over the phone.

I have learnt to have better time management to make sure calls can be answered in a timley manner. I have also learnt how to better manage by day task wise, and making sure I do not overload my schedule but priortising tasks that need to be done ASAP so that I do not miss out on anything. Also, I have improved on my telephone manner and customer service helping to provide the best service to everyone I speak to, although there is always room for improvement.

I do enjoy the programme, however due to the recent pandemic I feel I have not had the same experience as those before me, as I was supposed to be shadowing other job roles at my company which has not happened, and therefore has put me in a position where I can apply for these jobs but I have no idea what the job role is like which I feel is keeping me where I am instead of progressing.

It is well organised and my talent coach helps keep me on track with all work that needs to be done. In terms of off the job experience this seemed to be very organised but unfortunatley has suffered during 2020, I do still however feel I have the support from my talent coach and also my mentor that was put in place by my company. They have also sorted a structure out for my personal development after the apprenticeship is finished.

I recieve a lot of support usually but there has been a couple of times where my apprentice time has been taken out due to high demand of calls at my job, which is part of the job, but is also not fair on my time as any off the job time I get goes towards my end point assessment which I have not been able to start yet due to lack of off the job training.

I recieve a lot of support from them and feel as though they know where I need to be at all times and would support me by giving me extra tests before exams if needed. However, I do also feel pressured by them to complete everything in a certain time span and they have not taken any external issues into light for example if I was behind 1 or 2 chapters after being ill, it seemed to be a case of catch up before you're really behind rather than giving you those extra weeks back to catch up before having to book the exam in their given timeframe.

I feel as though there are certain aspects which have helped such as the time management and also giving me articles to read on how best to plan my day, however in the role itself I feel it contributes very little, as it is mainly the knowledge I learn that helps in my role rather than other parts, but I feel as though this is down to the technical nature of the job and feel as though some of the parts given by the training provider are necessary for certain aspects but not for all roles that people may be doing for this qualification.

When I first started my role there used to be a lot to do, such as apprenticeship weeks, shadowing jobs, charity days and more, however due to the pandemic this has stopped and it is a shame I will be missing out on a lot of this as my apprenticeship is due to end soon and I really feel as though I have missed out, through no fault of the company themselves, just due to the pandemic which means it is neccessary to put a hold on things for a while.

Yes

RSA are a fantastic company to work for, they are always moving with the times in terms of technology. The people who I work with are also fantastic and offer a lot of great support and advice and I feel like I can speak with anyone freely, even those people who I have never met before and they are always so willing to help. Another thing is the shift patterns are good, there is a variety and they will always help move things around and can be flexible if needs be.

In terms of recruitment I would say to always be the best you can be and make sure to show off the skills RSA are looking for to help get recruited. Also, for tips after employment I would say to try and get to know as many people as you can as you never know who you will meet and they may be the same people who are going to be the best mentors in terms of your personal and professional development.