Customer Service Advisor Review

My job is to generally oversee and help customers with amendments and changes to their car motor policies. This can include anything from changing a vehicle, updating registration and details for named drivers to helping customers renew their policies and getting the best deals for them on a daily basis.

I feel I have developed my customer service skills that I had already from previously working within similar roles dealing with the general public. This has helped me refine these to a higher level and in a more professional environment than my previous experience within the hospitality industry. I have also learned several new skills in telephone manner and conduct.

I am currently thoroughly enjoying the program as, per above, it is helping me to develop and harness skills in a working environment. The team comradery is something I have enjoyed and continue to, whilst the working hours are flexible and working from home has also been a new, positive experience.

Being the first of it's kind for our company, I feel that the structure of the program is the only thing that I would say has some small flaws. The seamlessness between the company I work for and the company providing the apprenticeship hasn't been quite what I would have hoped, but there is nothing to negative to say.

I feel like I have all the support I need from my employer in terms of the job role. This ranges from support in learning and assistance on the job, to extra help and care in terms of personal issues or things that don't pertain directly to work such as flexibility within the working hours and time off and mental health support.

This is, as above, the only thing I don't feel is quite up to scratch. The training provider has been somewhat distant and difficult to contact when needed. I don't think it affects my role and apprenticeship a whole great deal, but I feel the process would be made easier with better communication and support.

Again, I don't feel quite like this is to the standard I would like it to be. Although the apprenticeship is within the working field of my job role, I don't feel like there is correlation or seamlessness between the two and my qualification almost feels like something different entirely to my job role at present.

Being in an exclusively homeworking role, extra-curricular activities are somewhat a little more difficult within the work environment - not made any easier by the pandemic year that has overseen the entirety of my working life with the company. However, I do see that the employer has an extensive and thriving online community and feel that I could be more actively involved in this.

Yes

So far, I only have positive things to say about Direct Line as a company and employer. They seem to truly care about and look after their staff and customers and I wouldn't hesitate to recommend them to anyone. They seem to have really focused in on providing the best for their working staff.

I think the biggest bit of advice I would give is to not be hesitant to be yourself. Individuality seems to be an asset within the company which I praise and commend Direct Line for holding as a standard. I find this quality extremely rare within large scale companies but Direct Line seems to prioritise it - bringing the best out of each member of their workforce.