retentions/value Review

I currently work at BT in Accrington as a Retentions advisor, some of the roles in my job include; providing fantastic customer service in order to engage and support our customers when they call with enquiries or complaints, this could be simple enquires about their broadband package or recent bills, or it could be a complaint about the broadband speeds the customer may be receiving. I must also use my best judgement to find the right solution for the customer. As a retentions advisor it is important to be able to keep customers and grow their accounts. I will do this by being friendly and genuine with all customers, and be relatable and empathetic to ensure the service I’m providing is personal to every customer, which follows the businesses customer value vision: Personal – Simple –Brilliant.

Some other responsibilities I have are to actively listen to the customer in order to resolve the issue as quickly as possible, which values both mine and the customer’s time. Finally it is my responsibility to be knowledgeable in order to advise the customer on the best solution for the, and to follow the ASM’s and compliance section of the role in order to do right by the customer ethically.

The training side of things is to a high standard but I feel like the support we get from internal management is quite poor.

Not very

the training side of things is good from our apprentice manager, but from BT's side of things they are very unorganised.

A lot!!! she is best thing about it [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 previous managers not much, but from current manager seems to be a lot better. overall though inconsistent

cant complaint to much, compared to other apprentice wages is quite good, think there is a big difference from apprentice wage to normal when we do the same role

not that we've been informed of. lacking progression scheme

No

feel like staff aren't valued

have done a job in a similar role first