Customer service and Technical support at EE

Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
£16,500 annually
Review Date:
July 2017

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Review Score

6.9 /10

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


My job role was customer service and technical support. Helping customers change their tariff, pay bills, discuss upgrades, changing payment details and also any technical issues they were experiencing

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


I developed on my customer service skills and they improved now i can deal with customers who get angry. learnt how mobile network works and how data, calls and text work. how the 4G network works and learning how to work on my own and also part of a team

3. To what extent do you enjoy your programme?


I enjoyed how teams took to us all and treated us like part of the team from day one. working at ee was just working with family. days can get hard but not when you have a great manqger who allows you to have a pod party

4. How valued do you feel by EE?


At the beginning i felt valued but through out the job it was getting clear that they couldnt really care. I informed my manager that i suffer with anxiety and depression and will need some support from work to help me deal with everyday while in work. my manager couldnt really care and treated me different from that point. I was recommended by my doctor to self sign sick for a couple of days due to my anxiety and depression so my manager got the duty ops manager in for a meeting and the duty ops manager told me that do i think taking these days off are worth it. and she also said would benefit me if i could return to work earlier than i stated. but when i came back to work after feeling 100% better then i did. my manager and duty ops manager had a meeting with me and informed me that i will be have my probation review earlier due to me taking the time off.

5. How well organised/structured is your programme?


When doing this apprentiship we worked everyday from 8-4 and 12-8 every fortnight. so trying to fit in the work was hard but managed to get it completed during work when the phones were not that busy with customers calling in.

Then we had to go college 1 day a fortnight to do work and do work that we couldnt complete.

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


we had loads of support off the college. our trainers came into work and spoke to us to see how we were getting on and even they said we can call them or text me when ever (within reason) if we ever get stuck with something

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


not much my manager was helpful at the start but then she slowing lost interest and was more focused on us making sales on our calls and when i asked if i could have a hour off the phones so i can do some of my work she replied i will check but i doubt it.

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


the salary is not the best for the hours you work and all the stress to meet targets. but they do offer commission on sales and get vouchers for stuff like employee of the month ETC

8. Are there many opportunities outside of work?


you can put yourself down for voluntary working in local care homes, school, anywhere you like

9. Would you recommend EE to a friend?


9b. Why?

After working there its not worth all the hassle and the focus on customer service has been forgotten, its more about sales now

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

stay clear from ee. but if you do just be yourself and smile

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