1. Please give an overview of your role and what this involves on a day-to-day basis:
I audit internal calls taken by sales agents to make sure the calls they take are compliant for recognizing and effectively managing complaints. Passes and fails are recorded and feedback to management for them to redress the results. I offer support to new starts and agent requiring more assistance, coaching or training.
2. Have you learnt any new skills or developed existing skills?
I have learnt about self awareness and self reflection, different theories for managing and coaching and how to adapt myself to suit others needs in terms of management, coaching and leadership. This will help me gain further experience within my role which is not currently a management role, and increase my opportunities when it comes to applying for more senior roles in the future.
3. To what extent do you enjoy your programme?
I really enjoy the trainers and development coaches, the workshops are delivered professionally and keep me interested throughout the days. The one to ones are informal and my development coach is very approachable and always happy to help. I always get quick responses to any emails if I need any assistance with the programme.
4. How well organised/structured is your programme?
It seems very well organized, good communication and plenty of notice given for the workshops. The workshops do go over time though which I don't think is very good, and I could do with more notice for one to ones as I seem to have to do all the organizing when it comes to booking rooms, attending other sites I do not work at etc.
5. How much support do you receive from your employer?
Yes plenty of support, I am always given the time to work on my coursework or prep for upcoming workshops. No objections to me arranging time within work, even though the workload can be overbearing especially the FUSE modules that aren't always relevant to my role or the business I work for
6. How much support do you receive from your training provider when working towards your qualifications?
Not really much support at all, I rely on the remit platform to tell me what I need to do and when by. I'm not given any assistance if I am stuck on an answer or not sure where to upload my evidence/learning log, it can be confusing
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
I haven't yet completed my qualification but when it does it will be a great addition to my experience when applying for management roles. Whilst on the course the qualification gives me opportunities to put what I've learnt into practice thanks to the encouragement of my manager and area. EON always push development
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.)
Within our business there are social events such as group walking at lunchtimes etc. I am not currently a member of any of these but there are always opportunities to get involved, also including charity fundraisers. We have an online social platform to share any upcoming events so it is an active topic within EON
9a. Would you recommend E.ON to a friend?
I have worked for EON overall for 12 years so far. I left the business as I was working part time and felt there weren't many development opportunities for me working front line on the phones. After leaving the business I immediately wanted to return. They have amazing flexible working options which work perfectly with my home life, great maternity options, strive for development and look after their employees. I don't intend on leaving anytime soon, if ever!
10. What tips or advice would you give to others applying to E.ON?
Be passionate about the business and what EON stands for. Always think of the customer and how your role affects your customer. Show willing to improve and better yourself and take any development opportunities as if you work hard you can move up in the ranks if you have the drive to. Respect your colleagues and stakeholders and they will respect you back.
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