Specialist complaints handler at RBS

Start Date:
2015
Location:
Birmingham
Programme Type:
Apprenticeship - Advanced Level (Level 3)
Salary:
£19,600 annually
Review Date:
6th April 2016

Connect with RBS

Review Score

5.6/10

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

7/10

specialist complaints handler- mortgage complaints. I spend 3 hours daily on the phones taking calls for new complaints. I will then spend the remainder of my day investigating and resolving complaints.

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

8/10

I have learnt how to write letters effectivly and word things using a conversational approach. - I have learn how to ask the correct questions when investigating.

3. To what extent do you enjoy your programme?

8/10

I enjoy working within a team and resolving complaints. I like talking with customers to gain an understaning of their issue. I enjoy that the apprenticeship work is done on a monthly basis as I can fit it around my work. - There is a lack of communication and on some occassions incorrect information in regards to the apprenticeship .

4. How valued do you feel by RBS?

8/10

I feel that I am valued by RBS as I have been given the oppertunity to show my progression so far.

5. How well organised/structured is your programme?

2/10

The work based side is well organised and structured. i am given the time I need to do my apprenticeship work. I feel that BPP the apprenticeship provider is unorganised. There re system errors during online webinars and with uploading work. I was not given access until late. I was only made aware of the first webinar after it had happened.

6a. How much support do you receive from your training provider?

2/10

I do not recieve a lot of support. There is 1 monthly phone call with my assessor and TM, If i ask a question I am told to refer to RBS or my TM.

6b. How much support do you receive from your employer?

6/10

RBS have reffered me to the training provider for support on the apprenticeship. My team manager has helped where possible. I recieved proper training and all members of staff have been helpfull with work questions.

7. How well does your salary/package meet your costs?

8/10

My salary package meets my costs fairly.

8. Are there many opportunities outside of work?

1/10

There has only been one opportunity for outside of work. For an apprenticeship talk at a local college. although after gaining authoristion from my TM I responded to volunteer within a few hours , I was told the position was taken and no further availability. I would like more opporunity.

9a. Would you recommend RBS to a friend? *

Yes

9b. Why? *

The job role is interesting and I have learnt a lot of new skills which I feel are usefull.

10. What tips or advice would you give to others applying to RBS? *

To gain access as soon as possible.

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