Customer Support Expert Apprentice Review

My role involves supporting customers primarily via telephone calls but occasionally through email and remote support (logging into their PC). We must conduct data protection questions at the start of each call. We are hugely encouraged to add value for customers (such as suggesting resources to help them in future) and to be empathetic. It involves adhering to a schedule and attempting to meet targets such as average handle time and customer satisfaction, however there is lots of support with gradually meeting these. There has never been any criticism which isn't constructive and I have been helped hugely when struggling with certain ones.

I have developed many skills further including my emotional intelligence, teamworking skills and communication abilities which has allowed me to communicate effectively with both customers and colleagues who may be supporting me like coaches. My computer literacy has also much improved from being relatively minimal. This role has also helped to improve my ability to problem solve as I am constantly helping solve queries and looking for ways to improve customer experience with Sage's encouragement.

I really enjoy my programme mainly because of the working environment at Sage and my training advisor from the college is so kind and helpful (going above and beyond in fact). The people I work with are beyond amazing, always making me more cheerful even when I'm tired on a Monday morning! From my manager and team to other departments and senior colleagues, they all will do everything they can to help and encourage me. I even have the opportunity to shadow other areas.

My programme is very well organised and structured as we are given time offline to complete our apprentice work and to have some time for self-development (such as shadowing other areas of the business, to use the time to be coached on a certain topic or to do mandatory training). My apprentice work is provided in stages and is therefore more manageable.

I receive a lot of support from Sage as a whole as they will modify my schedule to suit my needs regarding my apprentice work or to have time for coaching. My coaches and manager do as much as they can to help me develop in my role by providing constant feedback, call listening, training sessions, staying behind to help on hard calls (e.g. over their lunch) and by being generally supportive. I am also supported in the way that Sage encourage me to share my experience, suggestions and to explore other areas of the business.

I receive a lot of support from my training provider with my training advisor being very prompt to respond to any queries and going the extra mile to help if I am struggling with my work. I have also been given other contacts from the college in case I need further support.

I feel like the extra support, training and learning time allows me to better adapt to the targets that I am set. The qualification will ultimately make me more conscious of my behaviour, Sage's processes and offerings, and allow me to better understand the needs of customers and colleagues so that I am able to provide customers the best experience possible.

There are many opportunities to get involved with as an apprentice like recording interviews for Sage's social media or for cool projects such as virtual reality experiences, and also attending schools or foundations in order to share our experience with other young people. There has been a careers fair too where different departments came allowing colleagues to sign up for more information and potential shadowing. There are 5 foundation days per year for each colleague where teams can use these to volunteer with charities. In terms of socially, there are Christmas and summer parties, a Christmas market, prizes like sport events tickets to win and more.

Yes

I would definitely recommend Sage to a friend as even if the role is not the ultimate goal or dream it is such an amazing, supportive, friendly place to work where you can grow, be mentored by others and try different things. It has certainly allowed me to increase in confidence and skills.

I am a perfectionist and therefore sometimes quite hard on myself so I would advise to remember that they are not expecting you to be fully formed for the role but are instead looking for someone who is willing to make the effort, who really cares and who wishes to embody their values (including being 'human' which involves empathy and 'bold' in speaking up and being innovative).