customer service advisor at Santander

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Start Date:
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
Review Date:
May 2019

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


At Santander I am a customer service advisor, this involves helping customers with their banking queries, for example what has come out of their account. I also help customers regarding their banking problems, for example if they do not recognise a payment we will speak to our security team about this. Each day I help many customers and try to make their experience with us a good one.

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


While working with Santander I have become more confident, by talking to different people everyday and meeting new people it has helped me become more confident. I have also learnt new skills such as showing sympathy and empathy it customers which is something which I was not very good at when I first started.

3. To what extent do you enjoy your programme?


I do enjoy the programme, every day is different as I speak to different customers regarding different queries and problems. No call is the same which makes it enjoyable and speaking to new customers that create conversation with you helps make the call enjoyable and makes you look forward to the next call.

4. How well organised/structured is your programme?


The programme which I am currently on is well organised, everyone knows what they are doing and what they need to do in order to complete the apprenticeship. We receive work which we need to complete such as call write ups and this will help us when we need to complete our final write up.

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


At Santander we receive weekly one to ones which allow us to see how we are developing. In the one to one we will look at stats from the month to see how well we are performing and what then can be improved if anything need to be. Plans can be put in place to help us develop and improve our performance.

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


Every couple of weeks we have a one to one with our training provider, this is were we discuss the work which we have done and what we need to do. We talk about how I have improved and what I can improve, this all helps for when we reach our end point.

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


I feel that having the qualification through our training provider helps us perform better in our role because we now have the experience of being on the phone and dealing with customers, with the qualification it will only help us improve and become better front line colleagues, which will then benefit us and the customer.

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.)


At Santander there are many professional networking events such as Women in Business network, Embrace network, Ethnicity @ work network, Parent and Carers Network and Enable Network. There are also fundraisers which the apprenticeship groups do in order to raise money for different charities which majority of the contact centre take part in.

9a. Would you recommend Santander to a friend?


9b. Why?

I would recommend Santander to a friend because it gives young people like myself many opportunities for the future, it gives us the experience which we need and allows us to develop our skills and attributes. While at Santander I have been able to develop skills and attributes I already have.

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

I would advise people to make the most of the opportunity as it is an excellent opportunity to have, it gives you opportunities to move around the bank, to different departments, allows you to develop as a colleague and as a person, and gives you lots of benefits which others do not give.

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