Department Manager Review

I manage a group of managers who look after teams of up to 14 staff in a contact centre. My role is to develop them so they can develop their teams. In addition I have to project manage anything that affects call volumes, or changes in regulations. I have to also learn to be pro active in understanding what is coming up sometimes at least 12 months ahead and learning how to adapt to constant change.

I am early in to my course, but am refreshing some skills and learning others. With my existing skills it has been good to look at other ways to improve, adapting and embedding change is a massive area for me and although I thought I knew everything there was to know - clearly I didn't!

it is enjoyable as its actually learning from what you are doing, sometimes you don't get to reflect on what you actually do. It also gives you the opportunity in your existing role to take some time to reflect on why you have done something and what you have got out of that.

It was a little delayed to be honest in the beginning so took a while to commence so once it did it was good. So paperwork was a big hold up and logging into the system and the basic early learning was little bit of a mission. It was easy to forget you had started an apprenticeship

All the support I need, I just need to be pro active in asking for the time and also more importantly making time. So it's easy to get wrapped up in the day to day and prioritise things over and above. So its' really up to me to make sure I ask for the support.

She has been really good so far, very much there for me and on hand for support. It's covered in phone calls and emails from her and she always asks what else I need, lets me know whats available to me and what other support I can draw on.

It helps me to really understand the things I can utilise to fully perform and for me to get my team to perform to their best. It's very easy sometimes to forget some of the things you can put into practice to maximise performance or your own career and this helps a lot.

Loads - we do a lot of networking events, as well as manager nights out for bonding and offsite events. We go to external awards events as well as event with other bodies such as CCA and CMA which help network and understand the wider business and bigger picture. We are encouraged to attend.

Yes

Forward thinking company with lots of opportunities and given lots of support to take up opportunities throughout your career. As long as you are prepared to work and want to achieve you can really achieve anything you put your mind to. And there is so much variety of roles there really is something for everyone.

Come in at the start and learn all you can, be prepared to work and apply yourself and the rewards will come. You really get out, what you put in. Take advantage of every opportunity that looks like you would be interested and come out of your comfort zone, you will enjoy it!