Communications and Customer Service Apprentice Review

I support our customer liaison coordinators who deal with direct contacts from county councillors. I use a customer service software for my day-to-day job role to triage customer reports. It is my responsibility to respond to them correctly. Some reports may be simple queries or they might just need allocating to the correct department for response and resolution. Some reports mean speaking to other teams in other areas, which helps develop my communication.

I've developed my communication and confidence by speaking to new people. I have had various opportunities where I've been able to speak to members of the public and get a real understanding of what customer reports we receive. I've also learnt new IT skills such as the businesses systems and software's and this has allowed me to work more independently.

As mentioned previously I have had opportunities to speak to members of the public. I have also developed my telephone manner by undertaking a placement over at our Contact Centre. Also I have been able to go out on site and develop an understanding of how our Wardens respond to the customer reports and how they carry out their inspections. I would say the extent I am enjoying this programme is very high.

I have received suitable training, whether it be for new systems I was not familiar with or dealing with customer reports. I have regular 1-2-1's with my line manager where I'm able to bring up any issues for training required etc. I do believe I have 24/7 support whether it be from my colleagues or line manager there is always someone who is able to help if I am confused or require support etc.

As mentioned above I believe I have received suitable and adequate training in order to carry out my day to day job role independently. I receive guidance with any issues and I always ask questions if I am not sure. I believe my colleagues enjoy supporting me. They are very understanding and positive.

I meet with my assessor every month, where I am set work in order to build my portfolio before it gets finalised. If I do have any questions I can call or email my assessor who always responds as soon as possible. Also I enjoy having my monthly meetings with my assessor as we are able to review the works together and improve in it to ensure I can reach all of the criteria.

I am able to develop more knowledge within the customer service environment and with the knowledge I gain and develop through my qualification I am able to apply this into my work. As part of the course I have to provide works experience related examples and therefore I am able to understand what skills I am developing and experiences I am gaining. Carrying out this apprenticeship I have learnt more about the business.

If I'm honest not that I know of. There are many teams within this business, so there may be extra-curricular activities each team organise. I think we do have social events as well but I have not attended any. However we do have a volunteering day where we use our work time to volunteer elsewhere for example litter picking with your team.

Yes

I would recommend depending on what qualification or apprenticeship you want to study, they are really flexible. Also I believe they provide suitable training and there's always support from wither colleagues or Line managers. You will also be introduced to new challenges and experiences, which helps develops your knowledge.

They have 3 core values; enthusiastic, collaborative and forward-thinking. You will need to provide example of where you have shown these and apply them when you are at work. Also time management skills in terms of your coursework's and works. I would ensure you have planned out what you aim to achieve to complete for the day or week.