Customer experience coach Review

by The AA

Best Apprenticeship Employer

Rating

8.1/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

I will be answering queries from other agents within the company, monitoring live tasks and dealing with complaints from customers

8/10

2. Have you learnt any new skills or developed existing skills?

yes I have had to learn how to use new systems and have learned to adapt to constantly changing situations.

8/10

3. To what extent do you enjoy your programme?

our trainer was brilliant and always made sure we understood what the assignment was and that we were confident before our EPA

10/10

4. How well organised/structured is your programme?

at the beginning it was very unstructured and after christmas we were without a trainer but Mark took over afterwards and it was as smooth as it could possibly be

6/10

5. How much support do you receive from your employer?

we were always given time off work to complete our coursework and even when it went over the actual end date due to the messiness at the beginning and we were technically past the end date, they still gave us time off when we were full time

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

Mark was always willing to help us out and work through any problems that we ran into, he would never look past anyone asking for support

10/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

it felt like the qualification was much more general customer service and most of the developments in my performance have came from coaching direct from managers and colleagues as opposed to the qualification

3/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

Yes before COVID there were lots, it died down a bit during and after lockdown but as of now there will still be nights out/meals etc that get planned

10/10

9a. Would you recommend The AA to a friend?

Yes

9b. Why?

it offers great opportunities for growth and has a really good group of people who I do believe actually want the best for their employees which seems rare these days

10. What tips or advice would you give to others applying to The AA?

It can be quite a high workload environment but as long as you can keep up to speed and are willing to help out and work a bit hard every now and then, you will get plenty of support and opportunities to grow in your role