1. Please give an overview of your role and what this involves on a day-to-day basis:
In my role for the Customer Service Careplan department I would need to set-up, renew, cancel and amend any agreement that a customer will have on an item. I would need to request for write off if a repair has breached anything to do with the terms and conditions that we and the customer have agreed to. I would need to check on payments to see if they will go out on time, I will advise a customer when the payment will be taken and inform them of how much it will be as well as, if there is an issue with any payments for the agreements.
2. Have you learnt any new skills or developed existing skills?
I have developed on my communication skills as I had never had a job before when it was on the phone and I was quite nervous when I started as it was all new to me when I started the job. I also learnt a new skill for my customer service because of the way I have to be with customers on the phone and how I word situations to them as they might not know what I am talking about.
3. To what extent do you enjoy your programme?
When I was on my apprenticeship I enjoyed it because while I was building on my skills and learning new ones with the source and at work with my managers, colleagues and coacher's I was able to meet new people and make friends while I was working. I also enjoyed it as when I started our head of the contact centre, XXX came into the room where we were being trained and asked if we had ideas, I said yes and explained that it would be a good idea for us to have free food for apprentices as we are on a lower rate of pay than other colleagues and some of us had to choose between travelling to work and getting food at work, XXX then went away and organise for us to have that free food for the duration of the apprenticeship and for any apprentices to come in future.
4. How well organised/structured is your programme?
It was well structured as we had days where we could go to the source and do our coursework and we were always told in advance when the next days were that we were going so that we could get ready for going, It was also well organised because if we knew that something had changed we were sent an email about it. We also had no issues contacting the managers on the department or the teachers for our course if we needed to ask questions.
5. How much support do you receive from your employer?
We receive a lot of support from our employers when working as well as if there is something going on outside of work, from experience I know that if I need any support personal or to do with work then there is no issue in going up to someone and that is still the case now after my apprenticeship has finished.
6. How much support do you receive from your training provider when working towards your qualifications?
We receive a lot of support from the training provider when we are on coursework days and when we are not, we had an email address to contact them in case we were doing anything outside of work for the course, I again know that they are not short of any support that they can give to someone on the course, I needed it when my dad was in hospital and the people at The Source Academy were amazing when I needed to leave early one day to go and see him as it was urgent at the time.
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
It helped me perform better as I feel I was not pushed into the deep end so to speak and I was able to ask questions and felt confident to do so when I needed help on a call that had a tricky situation or one that I was not used to. We also had 121's where each month we were told where we were working well and what we needed to improve on.
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.)
When I was on my apprenticeship the only thing I knew of that was connected to work was a project called lions lair and we had to come up with an idea that would better the business. I was part of a team that had to present to a panel of four people for an idea that would make the business work better for us and our customers.
9a. Would you recommend Dixons Carphone to a friend?
I would recommend Dixons Carphone to a friend because as an employer they are very understanding if something is going on and you need help as well as when there is something good going on they do recognise this whether it is through emails to the floor to advise other colleagues of the good they are doing or a post on workplace to outline what has happened.
10. What tips or advice would you give to others applying to Dixons Carphone?
Do it. Just that if you are planning to apply just do it as it is the best thing you can do in terms of getting a job where you can learn and develop skills to progress whether that is in the business of Dixons Carphone or in the future of your own or another business.
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