Customer Service Advisor at SSE

Start Date:
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£26,500 annually
Review Date:
April 2019

Review Score

10 /10

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


my job role consists of taking calls for emergency power cut and checking on each call for vulnerable customers, also calling customers back to check on their situations and taking feedback after their power has been restored. I am also trained on social media and customer emails

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


I have now learnt skills whilst taking to customers such as advance questioning and active listening skills to understanding customers needs and expectations better and being able to summarise and reinforce good customer service through customer profiling and therefore giving a better customer experience and customer feed back going forward

3. To what extent do you enjoy your programme?


I really enjoy learning new ways of thinking, listening and question asking to give me a better understanding of my inter personal and communication skills, sometimes it just takes to change your prospective to see issues, situations or opinions in a different light and sometimes noticing your understanding has been very limited based on questions asked

4. How well organised/structured is your programme?


it is hard to get into the course in a busy office environment but once I've been booking 2 hour time slots so that gives me and change to actually engage with the work and being able to digest and working through the units has helped me with retaining the information

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


we have had a meeting where we could voice our pro's and con's. we have also been encouraged to book off 2 hours slots a weeks to help with working on the units and which has helps this last month to complete the necessary before the assessment day

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


as I've only just started the course I have had 2 visits from my trainer - the appointments are very informative and a good time to mention any concerns or issues that have arisen since the last meeting - she is also contactable by whatsapp which is helpful for non urgent questions or concerns

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


this course has already given me a better understanding or advance questioning and active listening in order to get the most of over the telephone conversations we have with our customers, with communication being only verbal listening to customers needs, wants and expectations to give an overall better customer experience

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.)


I am part of the social club where we plan work outings, raffles and fund raisers along with bake offs and quizzes to keep moral high. we also have a team day out with out manager once a year and were given the opportunity to put any ideas forward to the team for this day out

9a. Would you recommend SSE to a friend?


9b. Why?

I have worked for SSE for 6 years now, I haven't enjoyed by time and the additions skills I have learnt through out my time which has help me add to my customer service and interpersonal skills when talking to colleagues and customers during my time within the company

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

you will needs to have strong communication skills and being confident talking to a wide range od customers over the telephone and other medias such as email and social media. also to have good advance questioning skills and being able to problem solve and resolve issues at the first point of contact

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