Customer Service Team Leader Review

I am one of two Team Leaders in the Customer Service team for Travis Perkins. My small team is responsible for managing many of our online orders and support customers with their deliveries, returns, refunds and general aftersales care. My job is to support and guide the team with their training and development needs and also dealing with any escalations and customer complaints.

Since starting the apprenticeship I have learnt a lot about people management skills and techniques and how to better support my team as well as the wider business. I have even further developed my skills in presenting and public speaking which has been invaluable for me in my current role as I am often expected to speak or present in a group setting.

I thoroughly enjoyed my programme which was maybe helped in some way by how helpful and friendly my cohort was and how knowledgeable and supportive my coach was - the course criteria was very easy to follow and understand which also helped. Being able to put the skills that I have learnt into practice in my role makes me appreciate it more.

The course was structured really well and all of the coursework was easy to follow. As there was some level of cross over in the different modules it made it easier as I progressed through the programme as I was able to refer back to previous modules to draw inspiration.

I could not have asked for a better level of support from my employer and in particular my Line Manager. I was given time during the week to set aside for my learning and my Line Manager was always available to offer support and guidance throughout. I think I was quite lucky in this areas as I know the same level of support was not afforded to other members of my cohort

Again, I could not have asked for a better level of support - my coach was always available to answer any queries and offer support and guidance where needed (even outside of normal working hours at times!) I felt fully supported at all times and I know how hard these coaches work so it is a testament to them.

Having not been in this type of role before I feel like the apprenticeship really helped me to gain the skills that I need as well as a better understanding of what is expected of me. Many of the tools and models that I came across during the course of the apprenticeship I have used within my role.

There are a lot of professional networking groups and events that people can take part in which cover a vast range of topics and areas. Travis Perkins is very supportive of these types of initiatives which is what makes it such a good and welcoming place to work. As a team we try to get together socially on a regular basis.

Yes

Travis Perkins is a great place to work with a plethora of benefits and perks for its employees. The vast majority of the people that work there are so helpful and friendly and will often go out of their way to support you. With so many areas and departments there will be a role for most people regardless of your individual skills and experience.

Make the most of the many opportunities available to you. Travis Perkins as an employer is very keen to promote and support your individual development in my experience so if that is something that is important to you then you need to make the most of it. As well as the in house apprenticeship programme a lot of the staff are a wealth of knowledge and experience too so you can learn a lot just by speaking to your colleagues