Web Chat Agent Review

Provide a general information service through our Web Chat service, information generally on payments queries but these can vary dependent on what the customer asks us about. Also cover for general information responses on Social Media and Rapid Response on the phones, providing customers with assistance on their accounts if required.

I have learned how to use Powerpoint and I have developed more confidence which allows me to give the customer a better experience when they contact us. On the phones this has helped me to assist vulnerable customers better with financial difficulty and take notes on any physical or mental disability which may affect how they can use their bank accounts.

I am really enjoying the programme as it has helped me with my confidence. My coach has been very friendly and supportive and I know I can also ask my manager for support if required. I have also enjoyed learning the different customer services and find the safeguarding very interesting.

The programme is well organised and structured. I am given regular time to complete the programme and my coach sets out a plan each visit for me to complete by her next visit. The plan is also flexible incase there is something I have struggled to complete in time for the planned visit.

I receive a lot of support from my manager, she has made it clear that I can ask for support at any time as she has done the apprenticeship in the past. We also have a Hive page set up in our company that anyone on the apprenticeship can visit for support from each other.

I get a lot of support from my coach. She has made it clear that I can e-mail her at any point with any questions. If I have a problem, she guides me towards finding the right answer and she has been very friendly during this process. This has led to a very enjoyable experience.

I feel this helps me perform better in my role as it has given me more confidence in dealing with our customers. It has also helped me to look out the signs of customer vulnerability so I can support the customers when required. I also have more confidence in approaching customers on financial difficulty.

Our company is always working with charities and as a result, there is a number of activities that we can get involved in. Last year I participated in the Great Scottish Run in aid of Mental Health UK. Our company also has a football team that a number of staff have taken part in.

Yes

I would recommend a friend because the apprenticeship has taught me a lot already and has given me a lot more confidence. It has been a very enjoyable experience to date, this has been a lot of credit to my coach who has been very friendly and supportive to helping me.

I would let them know that it is easy to apply for but once they have been accepted, they would need to work hard to complete this. I would say that the hard work will be worth it as they will gain a lot of extra knowledge and confidence as they go on with the apprenticeship.