Customer Service Advisor Review

On a day to day basis I work within the contact centre to answer any incoming calls from customers whether that be servicing of their accounts, queries or any complaints they may have and it is up to me to make sure I meet service standards whilst maintaining regulations and meeting customer expectations.

I have learnt many new skills through my job role. Some of the main skills I have learnt are communication skills and how to communicate with customers to ensure that they are heard whilst making sure that we keep to a certain standard. These include showing empathy and also regarding open questioning to identify customer needs.

I highly enjoyed my experience through the apprenticeship and would highly recommend to anyone. It is a great way to learn the basics regarding retail banking and the processes behind the scenes. One thing I enjoyed was learning about the different regulations involved within financial services and the different jobs involved.

I think that the overall structure of the apprenticeship was good but there would be some areas I would improve. I enjoyed the assignments we were given and also the monthly meetings that I had with my talent coach to go over the different months. One thing I would improve on is the structure of the exams and the final portfolio as I think that is a little bit in the dark and is very back and forth before you get to the finished portfolio.

My employer gave us a lot of support throughout with giving us time off the phone within our job and also if we ever needed any additional time or any support with any of the assignments then they were always on hand to help so I think it is very well set up with our employer.

I cannot speak highly enough of my talent coach, William Beattie, who is with knowledgepool. He was always on hand for any help we needed and was very supportive throughout the whole journey. We had our monthly meetings where we went through want went well and what needed improving and made the whole process very clear and easy.

I think that the qualification is very relevant to my day to day job role and has helped me a lot to gain the relevant skills to really excel. As I said prior, it has given me a lot of communication skills which is vital for when I am speaking to customers.

There are a lot of different extra activities that you can get involved in within the organisation. Whether that be public groups like cycling and walking clubs but also extra activities that can help develop yourself including different programmes that work to develop your different skills and help you to progress.

Yes

HSBC have great values as a company and also have their employees at heart of everything that they do from different structures and also for the different incentives that they offer. They also have a great workplace where there is chances to really develop and progress within the financial sector.

I would say that anyone who is looking to join financial services should really consider their options at HSBC. If they are looking to go into HSBC then I would also suggest finding out the different development options available to them within their job role and what they can do to develop themselves.