WPB Degree Apprentice Review

I am currently in the contact centre dealing with account opening and Vulnerable customers over the telephone. I deal with lots of different situations from older people with medical issues to people with mental health issues and my role is to support them with their banking needs and ensure we are providing a high level of service for them.

I am developing existing skills having working in the sector for many years. I am also learning new skills regarding dealing with customers over the telephone and also how we can help our most vulnerable customers including liasing with 3rd parties (eg Police, Social Services etc) to ensure the welfare of our customers.

Having worked in the sector for many years I have not had a steep learning curve in the first few months, however this is a 4 year programme and I am excited for this as I will get the opportunity to see all the different areas of a retail bank and how they operate. I really enjoy my lectures and the learning and development that comes from that.

The programme is very well structures as you are aware of who you need to contact regarding what, whether it is the studying side, the job side or the apprenticeship side. On top of this you have a dedicated programme manager who is in touch every month for a catch up but is also there at any other time if you need them. They liaise with all the different stakeholders to ensure you are coping with the programme and that you are being developed.

You receive a large amount of support most I have noted in the section above. You also receive 1 day off your day job each week to attend lectures, complete your assignments, catch up with you apprenticeship things. If you have any queries or concerns you can raise these with your programme manager who deals with things quickly and effectively.

You receive a large amount of support from the training provider. We have Kaplan and LIBF. You have a lecturer who teaches you and also supports you, you have a library team to help with referencing in your assignments, you have a talent coach for the apprenticeship who regularly meets with you and helps you record all the different pieces of evidence you need to show understanding and competency. They also set you tasks on areas you would like to develop yourself in.

The qualifications give you a deeper understanding into the financial sector so when you are completing day to day tasks in your role you have a deeper understanding as to why these things are done. It also helps with some customer conversations that you have and makes you feel more confident in having these conversations.

There are lots of things that you can get involved in. HSBC is very community spirited and like to help in local communities and fully supports its staff members with volunteering and raising money for local causes. It also encourages lots of activities within the team for people to enjoy. There are quiz nights, team nights outs and lots of other things.

Yes

I have worked for HSBC for 20 years and they are an extremely supportive employer who really do put the welfare of their staff and customers at the forefront. They offer a fantastic benefits package and treat you as a respected individual. I would not want to work anywhere else.

If you have a real passion for customers and doing the right thing then HSBC will be a fantastic place for you to work. You have to be dedicated to making a difference and not afraid to speak out if you feel something may need to change or is being done well. Staff have a real voice to make a difference to how we deal with our customers on a day to day basis.