Customer Experience Coach Review

by The AA

Best Apprenticeship Employer

Rating

10/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

My role is to provide world-class customer service to our AA members to ensure they receive the best possible customer experience. Also supporting our frontline customer advisors with their role and coaching them to maximise performance and quality compliance.

10/10

2. Have you learnt any new skills or developed existing skills?

Yes, I believe I have improved on my knowledge around leadership and coaching on how to adapt myself when communicating with different people. Taking into consideration of diversity and inclusion when decision making and organised team meetings and events

10/10

3. To what extent do you enjoy your programme?

I enjoy being able to take ownership of my learning and development to be able to gain a qualification that looks professional on experience and progression. This will hopefully bring new opportunities for me moving forward.

10/10

4. How well organised/structured is your programme?

The course is very well written and designed. I like how this is being delivered and I feel I have been given sufficient time to get the tasks and modules completed

10/10

5. How much support do you receive from your employer?

I receive a lot of support from my Team Leader who provides me with enough space and time to get the work done, also giving me advice on areas that I am unsure of when completing the tasks. I also receive support from the Learning and Development Business Partners

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

My assessor for my course from Remit Training has been very reassuring and comforting to ensure that I feel good when completing the workshops along with the professional discussions. I feel like I am being taken care of and supported to achieve my qualification.

10/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

I feel that the training provider is great because they enable me to think outside the box and put myself in other people's shoes to look at different ways of doing things with different outcomes. I am able to use this to perform better as I am learning more

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

Yes there is, it has been difficult because of the pandemic. However, I have been heavily involved in work as a Mental Health First Aid providing support to my colleagues also being an ally for diversity and inclusion

10/10

9a. Would you recommend The AA to a friend?

Yes

9b. Why?

The AA has been around for over 100 years. The company is full of amazing people, from all walks of life. That is what makes the reputation of The AA great and the best in the industry and it is the people that are a credit to the prestigious brand

10. What tips or advice would you give to others applying to The AA?

I would say it is important to be yourself and be able to express yourself on what makes you different and special from others. Do not be afraid to talk about what you are passionate about and the achievements in your career. We all add value in our own way