Apprentice customer service advisor Review

I am a customer service advisor for a broadband company so my role entails taking calls from customers experiencing issues regarding their internet, and resolving the issue while on the phone if possible. If not possible then I am required to book customers an engineer to fix a fault.

I have developed my communication skills in both listening and understanding the points of others, as well as conveying my point in a better way than prior to starting the job.

I enjoy the programme to some extent as it gives me an opportunity to enhance my knowledge on how to best provide customer service and make sure that the customers are happy with the service.

The programme is well organised as we have set tasks on a monthly basis that we can complete during our designated apprentice time. We get 6 hours of this apprentice time per week to get this work done in.

I receive a lot of support from my employer as, as aforementioned, we get a designated 6 hours per week to complete any apprentice work we may have. On top of this, we also can have extra apprentice time if needed if we are falling behind on the work.

I receive a lot of support from the training provider as I have monthly meetings with my training coach to recap the last months performance and get clarity of anything I may be unsure of. I can also contact my coach at any time through email if I need assistance.

My qualification really helps me to perform better in my role as it gives me an opportunity to enhance my knowledge on how to best provide customer service and make sure that the customers are happy with the service.

There are occasionally professional networking events hosted by Plusnet as well as by BT group as a whole. There are also volunteering opportunities that can be done through Plusnet.

Yes

They are a good employer to work for and provide any support needed, along with providing good perks and opportunities to progress within the company.

Be yourself and don't panic if something hasn't gone too well, such as a bad call. Take each call individually and don't bring any issues from previous calls into the next one.