Customer service Apprentice at Aviva

Start Date:
2017
Location:
Yorkshire & The Humber
Programme Type:
Apprenticeship - Advanced Level (Level 3)
Salary:
£18,000 annually
Review Date:
November 2018

Connect with Aviva

Review Score

5.6 /10

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

6/10

This a a call centre role where you take inbound calls from policy holders and financial advisers. There is no admin work or other responsibilities so you basically take one call after the other until your shift ends.

The call centre is open from 8am-8pm and you work one weekend per month. The call centre is very busy so getting any time off is very difficult.

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

5/10

I've learnt about pensions and why they are important. I've gained a certificate from the chafeted insurance institute. The apprenticeship itself doesn't lead to a promotion or more job responsibility but you do learn about the financial service industry so you can apply for other entry level jobs when the apprenticeship ends. I've learnt to be self motivated as you have to lean course material in your own time.

3. To what extent do you enjoy your programme?

6/10

I appreciate gaining the certificate as any education will improve my CV. The people are great and they make the job more bearable.

This apprenticeship did not meet my expectations as there was no forward plan after completion. No department in the company seemed to value the qualifications we gained.

4. How valued do you feel by Aviva?

4/10

Not valued, the turnover rate is quite high in the call centre. 2 out of 8 people completed the apprenticeship as there was no support. I am planning to leave the company

5. How well organised/structured is your programme?

3/10

Not very organised, communication is quite poor. The call centre managers didn't understand why qualifications were being offered as they are no benefit to the job, the course provider had difficulty getting meeting booked in and getting time off for study being approved.

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

8/10

The training provider was great, they really did try their best to get us time off for revising before exams but this wasn't always possible. We are entitled to 5 revision days per year, these were only given in the first year and declined in the last half of the apprenticeship.

The training provider was okay with us contacting them before or after work hours if we needed support with the work or our general well being.

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

3/10

The employer was reluctant to give us time off as they prioritised meeting call targets, call centres are generally very stressful environments no support was given for the additional stress during exam times.

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

8/10

The salary is okay. We earn the same as other call centre staff. The starting salary is now £17000. A bonus is given if you meet call centre targets/measures. Books and exam fees are paid for by the employer.

8. Are there many opportunities outside of work?

7/10

Company policy gives us 8 voluneteer days per year but you will most likely get only one approved as we are always too busy.

People are always having drinks after work, there is a summer party and Christmas party every year.

There Are exercise classes everyday at lunch.

9. Would you recommend Aviva to a friend?

Yes

9b. Why?

If a friend wants to work in a call centre I would recommend Aviva as the people are very friendly and they make the job more tolerable. The salary is decent.

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

They are always recruiting, you will likely get the job if you are proffesional, good telephone manner and show you are willing to learn.

The assement centre involves a short interview and shadowing someone in the call centre for 30mins to an hour. HR prepare you well before the interview stage.

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