Complaint Handler at Prudential UK

Start Date:
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£15,289 annually
Review Date:
December 2016

Review Score


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


My job title is complaint handler in the complain resolution department. I focus on mortgage endowment complaints, this involves me receiving a complaint through a system, from here I then investigate it by looking at application forms and getting in touch with the customer to ask questions etc. Once I have came to a decision I either refute or accept the complaint and have to do a calculation to work out what compensation is due. I work a lot with my trainer at the moment and we share a case load as my cases are monitored and checked by her as I am in the training stage.

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


Through my apprenticeship so far I would say I have developed my skills on how to handle customers and have became more aware of how customers have to be treated fairly, and in a method of the customer is always right, so its important to always listen to the customer no matter what is going to happen with their case or what their point is. Also through my apprenticeship, all the time I am developing my employability skills with meeting where topics vary like presentation skills, how to give and receive feedback, motivation etc.

3. To what extent do you enjoy your programme?


I really a enjoying my programme so far. The workload I am given I have the ability to handle so it suits my needs, because as well I never find myself with nothing to do but it isn't too much. I feel very welcomed into my team and everyone is very happy to offer help for me, also with the rest of the apprentices in the cohort I have made really good friends and we can easily work together which is very beneficial towards our qualification etc. if we feel we need help. My apprenticeship has exceeded my expectations and I really enjoy the complaint handling role that I am in.

4. How valued do you feel by Prudential UK?


My manager has made me feel so welcome and valued by my department. Anything I need help with or want to talk about, my manager is always there to offer me assistance and guidance and regularly checks up on how I am getting on which I really appreciate. Also I feel really valued by my team as I always have the chance to get involved in tasks/projects and always attend team meetings where there is the chance for me to make my input.

5. How well organised/structured is your programme?


In our apprenticeship induction, everything was made very clear to us and we had a set out schedule which was helpful and what has kept me on track with deadlines etc. In my department, my manager and trainer set out a clear training plan for me which has been well structured and we do go over it at our regular monthly 121 meetings to ensure I am reaching all my objectives and targets as planned.

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


BPP is our training provider. At the beginning of my apprenticeship, I think my training provider could have been more organised as I just felt a bit unsure of how to get help and there was a few problems which we were unsure how to get on with our qualification. Now though however, as we have been given an assessor I feel happy with the support that is there if I want to ask questions and also it seems more organised and on track qualification wise, which is it better as I can tell there is more focus now from BPP.

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


My manager like I have previously stated, offers me so much support and guidance through my apprenticeship. It is clear that my manager puts in the effort to ensure I am going to do well in my apprenticeship which I am very thankful for. My mentor(trainer)is very helpful to me as well and always offers her support, this has been made clear to me as she answers any questions for me and puts time out to focus on my training.

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


The salary that we receive here at Prudential as apprentices is very good, it meets my needs and more and I cant fault it. As for travel costs it is extremely handy that Prudential offers a free bus service, so I tend to get this every day which saves me on any travel costs which works out perfectly.

8. Are there many opportunities outside of work?


With Prudential there is a lot of events you can attend like your staff Christmas nights out and conferences etc. Also as part of our apprenticeship program we did a community day and visited a local care home which was a great opportunity for some voluntary work. Also at work there is often regular things you can book into like beauty treatments, sports classes etc. Before I had my apprenticeship, I was at school and did things like dancing, but by working here and with quite the flexible hours that are possible to have I still manage to pursue my hobbies.

9a. Would you recommend Prudential UK to a friend? *


9b. Why? *

Prudential is a very good company to work for. I enjoy working for such a big diverse business. It is a great place to work with others and make friends. There are lots of benefits that come along with working for Prudential, things such as various discounts for shops and restaurants, the free bus service which has buses in a lot of areas for employees, a canteen and also a free bus service into Stirling town centre for lunch everyday etc.

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

I would say to people applying at Prudential, just always express yourself and put yourself forward... don't be afraid to compliment yourself as the employer wants to know that you are good at things and don't appear shy. One piece of advice I have is if you do get a job here always put yourself forward and volunteer for projects/tasks as this will be noted and will be beneficial to your future career.

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