Scheduling support Review

Apprentice customer service representative. Delivering customer services via different channels of contact. Admin. Complaint resolution. Peer to peer coaching.

I have learned extensive new skills and my confidence has benefited massively.

When the programme was able to source apprentice trainers it was ok. Due to first4skills going bust the apprenticeship completion was delayed. There were a series of other delays and the end result of the entire delay was a huge impact on our salaries. We had to fight to get the business base rate of 173000 but EE have currently refused to reward us based on our performance the same as all of their other employees. If the apprenticeship was completed as it should have been (no delay caused by any partcipants) most of my intake would be on a MUCH higher salary. Personally I would be on at least £865 more and as much as £1730 more. This has left many of us feeling removed from the ee community and punished/penalised for things out of our own control. We could have performed at the worst level during 2017 and still be in the same place as we are now having worked extremely hard on our personal effectiveness.

I feel valued by those who know me personally only. The business evidently does not care how hard I have worked for EE and it's customers. Therefore I do not feel at al valued by EE.

There was structure until, finally, [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] from Babington group immediately brought us all up to where we needed to be and we all had a clear understanding of evidence required for our qualification. EE was only very organised and structured When it came to the business.

First4skills was zero. Babbington was far better. Email,phone etc as well as many physical visits

For the role we received all the support a regular intake would receive and on occasion more. When first4skills went bust we were treated like normal agents without any direction and very vague information about how the apprenticeship would proceed. While I appreciate it was not planned and was likely difficult to find a new provider we were kept in the dark and if any conversations or plans were made we were never kept in the loop. Our whole team/intake was moved from our technical community to a service community with virtually no support. This continued until babbington and EE entered their new contract(4 months of no learning/additional coursework time) when we were again given the offline time etc and support to complete our qualification. (Ee did increase our salary to the base line of a usual non-apprentice in October when the qualification/apprenticeship was supposed to be completed. Unfortunately they did not continue with this approach)

A salary of 12000 for an apprenticeship is great. However this job can be very demanding and I feel it is an appropriate reward.

Context? We engages it's staff both in and out of the work place. It promotes local enterprises and also the wider cobalt area the contact centre is situated in.

Yes

Great mix of people. Great opportunities. Have a NEW solid apprenticeship partner

Ask line managers etc to email you information.