1. Please give an overview of your role and what this involves on a day-to-day basis:
Answering phone calls from customers and assisting as much as I can with their queries. This can be anything from balances, to lost cards, to payments. I am part of the customer service team and we help with general enquiries and pass customers to appropriate departments if they require help from a specialist team.
2. Have you learnt any new skills or developed existing skills?
I have learnt to be more confident on the phone, and have gained more communication skills, and have improved my patience.
3. To what extent do you enjoy your programme?
I really enjoy it, it has been tricky getting the actual apprenticeship side of things set up but the job is wonderful, I have a lovely team, and when I have issues with the apprenticeship, the people I speak to are always very helpful.
4. How well organised/structured is your programme?
It is mostly organised, but this is going by what I have been told by other people. There were a lot of issues in getting me enrolled for the apprenticeship and I am now having issues getting the work I am meant to do, meaning I have missed deadlines because I haven't been sent the work in a format that I can use.
5. How much support do you receive from your employer?
I receive a lot of help from my manager at work, he is very supporting and does all he can to help me out with the apprenticeship and my everyday work.
6. How much support do you receive from your training provider when working towards your qualifications?
If the training provider is my coach then I receive some support but not as much as i'd expect. I have emailed in with issues regarding the apprenticeship and she is helping me get it sorted out but it was due to BPP that there were issues in the first place with my enrolment. I have not had my introductory call explaining everything and my work is sent in a format which I cannot access which is therefore making me miss deadlines.
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
Not much yet. I have learned about radicalisation but that's it.
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 my work, yes. We have charity events, team challenges and team days out where we all work together to achieve a goal.
9a. Would you recommend RBS to a friend?
Because it is a great palce to work, the staff are supportive and friendly, the environment is friendly, and I actually have managers here that care abuot my wellbeing and do all they can to support me.
10. What tips or advice would you give to others applying to RBS?
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