Customer Service Advisor Review

answering queries for customer such as transaction queries, making payments, discussing account types and adding parties to accounts, cancelling cards/re ordering cards, changing contact details, security checks when carrying out processes, making appointments for in branch and over video call, discussing power of attorney and fraudelent transactions on the account.

It’s good to be pushed out of your comfort zone. Sometimes we’ll talk to really challenging customers who feel dissatisfied and immediately want to speak to a manager. Passing someone around is something we really try and avoid and so we need to show them that we’re able to help them, and that that’s what we’re there for. We also get customers in extremely difficult personal circumstances which can be tricky as we need to follow our processes for their own security, while at the same time being considerate and sensitive to their feelings. The great thing is there is always something to learn from every challenging situation so you can continue to improve.

I applied to join because I was working full time in a supermarket and needed a change. I saw the apprenticeship online and I could tell that it would open a lot of doors so I jumped at the chance. There are lots of departments I think I’d really enjoy working in. Now that I’m part of the bank and I’ve seen how much everyone is willing to support one another, I feel like the opportunities are endless. If there’s a role or an area of the bank you’d like to explore, you’re surrounded by people who’ll help you; there’s a great culture of support. I’m not quite sure where I want to go yet, but I know I want to build a career within the bank.

The on-going support is fantastic. There’s a great management team, and you have so much one on one time. I have a Deputy and Team Manager and they’re available all day, every day. I’ve been in jobs before when you might see your managers once a week, but the structure and support here are amazing. I used to think it took a certain type of personality to work in customer service, but by adopting the company’s core behaviours and values, you’ll have the support to be an individual and become great at the role. Of course you need to like talking to people, but I think most people naturally enjoy helping so as long as you’re willing to learn and try, I think this can be a great job for anyone.

We have really great team morale and enjoy spending time together. We all go for lunch as a team when we can, usually on payday. For an hour a week we have a team meeting where we cover important messages, share experiences, quiz each other on different processes and discuss how we’d handle different situations. We also have time for some fun activities - everyone gets on really well and it’s a really good environment to work in. My team helps me to do a better job. We’re also always in touch throughout the day so we can all support each other if there’s ever a tricky situation or something comes up that one of us isn’t familiar with.

Although it’s an apprenticeship, we earn a proper salary for the day to day role, and there is also an opportunity to gradually earn more, which is another great incentive. We also know what we’ll be earning when we complete the apprenticeship, so we know what we’re working towards. I’ve already had such a good experience here and I’ve found the company to be really supportive and inclusive. The skills you learn in a telephony role can set you up for whichever direction you want to go in. I’d highly recommend it.

There’s a lot to learn before we achieve our Financial Services Customer Apprenticeship and, although we have six weeks of training, you’re constantly learning on the job. We need to get to grips with all the processes and systems, and how to locate information, but we also learn how to really talk to people, and how to react in difficult or challenging circumstances. It’s a continual process where we adapt to different people and situations, which has been a learning curve. There are so many simple things you can do to show that you’re listening and you care. Just using a customer’s names and repeating things back to them shows that you understand what they want, and reassures them that you can help.

Everyday is interesting and different. I answer calls from customers, helping them with various issues such as balance inquiries, cancelling direct debits and setting up standing orders. Sometimes we’ll get more complex calls where a customer needs you because their card isn’t working or they’ve forgotten to make a payment. We also have time put aside dedicated to our learning, and we spend time with our teams in huddles and meetings. Although the core of the job is helping our customers and problem solving, every day you’ll see something new.

Yes

Apprenticeships give you fantastic experience in the working world and show employers that you can 'hit the ground running'. Hands-on training gives you a real chance to put your skills into practice and helps you to gain more confidence in a working environment. I have now been able to learn more within my current role also.

The company is very secure and friendly, the company is very easy to work around and you do feel that they care very much. The salary is very good considering being an apprenticeship. They are very supportive with time given during work to complete work, they make it very easy if you have any queries.