Customer Manager Review

I work in Sales and Service, thus day to day role involves general administration, including selling policies, retaining customers, amending address, filing and resolving complaints. Referring complex cases to the underwriters, liaising with claims and counter fraud unit for fraudulent policies or identity thefts and speaking to accounts team for account related issues.

My communication and interpersonal skills have developed further and I have learnt how to work the accounts system, I have grown in confidence since starting the job role. I handle and resolve complaints myself and have achieved my B license meaning I have more authority e.g. in issuing backdated cancellations, refunds under £1000.

I have learnt many new aspects of my job role and how everything ties into it, for instance as part of my daily job role, each month I have to undertake and pass a e-learning module on subjects such as recognising fraud, anti-money launder and sanctions, control environment, conduct rules and complaints handling. This is a FCA requirement and is mandatory learning which I wasn't aware of prior to starting the programme.

There is a wide range of learning from assignments to undertaking exams. There are several workshops throughout the year, 1-1 meetings with the team coach, so it is well structured. Personally I have enjoyed the workshops and assignments. We also have revisionmate to do mock exams and Thrive learning platform.

Ideally it would be nice to have longer learning hours, but support has been good. I am getting the weekly time off, which I use to study activities ranging between writing up my assignments, doing mock exams, attending workshops, study using the textbook and watching videos on Thrive and previous workshops.

Support has been great, especially from my apprentice coach, she has been very understanding, patient and supportive. She addresses concerns I have, provides feedback where required for instance, I did not know how to navigate the One File app to update my timesheets on there, my apprentice coach assisted with this and explained how to use Thrive too.

It has helped me understand my daily job role, I have learnt why I am required to do certain things, for example why we have to read out the regulatory wording, why we have to undertake monthly e-learning modules, CPD recording, handling of complaints and EODs and why calls have to be recorded.

Sadly I have not had any extra-curricular activities where I could get involved in. It would be interesting to take part or attend social activities and networking events. Maybe getting a day off to fundraise for a charity or a team day out to a care home to give fundraised gifts to residents.

Yes

There are different variety of job roles and work environment is relaxed, casual wear can be work, flexible timings and even better now that you can work from home. You also get to progress in your role, or can subscribe to be aware of any new job roles that come up.

Read the job description and not to be scared, the job role is not difficult, you just need to have confidence and good attention to detail and communication skills. Also be prepared to be shouted down the phone by customers, make good friends with colleagues and get to do a wide range of job tasks.