Customer Service Apprentice Review

Through out the day, I take calls from customers who want to renew, cancel or amend their Green Flag breakdown cover. I outline the important information that the customer needs to be aware of regarding their renewal and make sure that they are aware of any important changes. I also make sure that policies are up to date with the correct information from the customer

I have developed my communication skills with customers since starting at Green Flag and have also gained more confidence within my job role since starting. I have done this by speaking to different customers each day and being bale to build a rapport with them, which leads to them also staying with the company

I really enjoy my programme. I enjoy speaking to my colleagues in my team and also speaking to customers through out the day. I also enjoy learning new things and having different opportunities to learn and develop my skills, whether that's learning new systems, or watching the team when needed.

My apprenticeship program is structured very well. We have enough time on the phones to be able to develop our communication skills, but also have enough time off calls to be able to continue our apprenticeship work that has been set. We also have enough time for team meeting to discuss if anything new is happening to make sure we are up to date with changes within the company

As an apprentice, I receive a lot of support from my employer. My team are very supportive and so is my team leader. There are so many different support networks available if I need to speak to anyone, or if I need help with anything. This can range from support with work, or with personal issues.

From my training provider, I receive some support, but not as much as from my employer. I receive support regarding the work whenever I ask, however, I feel like more support could be beneficial when completing tasks that have been set. This would really help me to achieve my apprenticeship.

within my qualification, I have learnt what different types of customers are and how to deal with each type. This has helped me when dealing with complaints and also day to day calls with customers. It has also helped me to build up my confidence with speaking to customers and engaging with them and others in my team.

Within my organisation, we have a social mobility group that focus on diversity within the work place and how no matter what your background is, and where you come from, you will always be accepted. I think this is really beneficial within a work place as everyone has a different background and a different story

Yes

Direct Line is a really good company to work for. It has enabled me to build my confidence, not only in work, but outside of work as well. It has so many amazing benefits that are included within the job role, that not many other organisations have for their employees

The tips that I would have for someone applying for Direct Line would be to just be yourself. That is one of their core values and it really shows. Direct Line want their employees to be themselves and to bring all of themselves to work and this reflects through the job