Customer Advisor at Direct Line

Start Date:
Bristol South West
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
£1,421 monthly
Review Date:
February 2019

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


In my role I answer calls and help customers out with their queries. The main aspect of my role itself focuses on the policies of our customers home insurance and how best we can assist them with any aspect they call up about regarding. Some of these can be common adjustments and others not so common.

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


I have developed my customer service skills and carry on doing so day in day out in my job role. And every day I am learning more and more about different types of people and their needs and knowing how best to handle them in a way that makes them and myself happy.

3. To what extent do you enjoy your programme?


in regards to the apprenticeship itself i enjoy learning about different types of insurance and the terminologies associated with them too. More specifically i enjoy the every day tasks too of helping customers which isn't specific to the apprenticeship but it is a large aspect that i do enjoy.

4. How well organised/structured is your programme?


The structure of the independent learning is good. Using a log to keep track of what we learn and when is particularly handy. i would say the only part of criticism i would have is interaction in regards to the trainer itself in which it is limited to once a month.

5. How much support do you receive from your employer?


I receive a lot of support from my employer. they schedule three and a half hours of time off a week from the day to day job so i can focus on independent learning. this helps because it enables myself to gather new information which i can, in turn, apply that to my current job role.

6. How much support do you receive from your training provider when working towards your qualifications?


I receive enough support to be happy. the provider itself provides a large array of resources that are available both away from the home and in work. However as i have mentioned the contact between trainer and myself is sparse but it is still enough so i can achieve a good result.

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?


i feel that knowing the information that i am gaining from the qualification is reinforcing my product knowledge as well as confidence when i discuss subjects with customers. in regards to confidence i feel as if the more i learn the more i will be self dependant and not rely on others

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)


There are a large variety of extra-curricular activities to get involved in at my work. These vary from social clubs to outings that are some arranged internally and some also arranged externally. There is also a networking system internally that can be used to organise such events within the company.

9a. Would you recommend Direct Line to a friend?


9b. Why?

Its a good and just company to work for. A fair company that takes into account a lot of different outside factors. as well as this the company works on good values that i myself can resonate with as well as many other members of the company too can also.

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

i would highly suggest that if they were to apply that they uphold the values of direct line close to them because they are quite common values of life. but more than that, the values are ones that make the environment a good and close nit one to work within.

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