1. Please give an overview of your role and what this involves on a day-to-day basis:
I am a customer service advisor dealing with complaints and enquiries from a customer base comprising some 4 million households. Inbound calls comprise of various enquiries relating to the electricity industry.
2. Have you learnt any new skills or developed existing skills?
I have received more support from my line manager as a result of the NVQ, including support in developing into other roles, and sitting in with various departments.
3. To what extent do you enjoy your programme?
I enjoy working with my trainer as she is very supportive and easy to get along with. The course is straightforward.
4. How well organised/structured is your programme?
This is the one thing that lets it down slightly, the IT system is transitioning to a new platform. The older one which I'm using isn't the most user friendly to navigate, but once you know how to search it isn't too bad.
5. How much support do you receive from your employer?
My employer does try to allow time and enable me to undertake this at work. The nature of the business though is reactive so unfortunately time can never be totally ring-fenced for me to complete the work needed, so it often needs to be rescheduled.
6. How much support do you receive from your training provider when working towards your qualifications?
So far really good. I feel that my trainer listens, guides and teaches in a way that matches my learning requirements.
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
So far the qualification reinforces and highlights my existing knowledge, and puts into perspective how I currently deal with customers in a different way.
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.)
Occasionally we are able to undertake community days which allow us to assist charities in either getting involved in their activities or fund raising.
9a. Would you recommend SSE to a friend?
If my friend had a power cut, I'd recommend them calling 105.
10. What tips or advice would you give to others applying to SSE?
A sound knowledge of the industry is essential and good customer service, plus an awareness of "if it isn't safe, we don't do it" is crucial.
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