Customer service representative Review

I work in the airport in all locations, for example check in, baggage drop, gate team leader which is managing the flights, meeting inbound aircrafts, helping passengers with wayfinding, upgrades etc. I also am now trained for arrivals, which deals with lost bags, making reports and using detective work to figure out where the bags are if they didn’t come out of the belt.

The skills that I have noticed and my friend and family have too, is the confidence I have gained from working at the airport. Because I deal with thousands of people a day I now have much better people skills. Other skills include better problem solving skills as I have to figure out many issues regarding lost luggage and issues surrounds visas and estas.

I did enjoy my programme, the initial trainers were great and being in the terminal learning has been an amazing experience. Getting to know my colleagues and how things work in the airport has been interesting. I did think that we’d get more opportunities to move within the company however we ended up being in the same job role for a year and a half which I didn’t think the apprenticeship was about.

The training at the beginning learning about airside/ landside was great. The trainers were very nice and very helpful, making us very reassured. The outsource days were okay however the referencing process wasn’t good at all. The lady doing it lost half of our references more than once and made the process tedious and frustrating.

I felt like I did get lots of support from my employer and my manager I have had has been so very helpful and supportive, making sure I’m doing well and is a lovely person. The only time where I did not feel supported was when I got called in for a meeting because I was sick more than 3 times, I felt like I was being punished for something I couldn’t control.

If this is outsource, the lady managing this has been absolutely amazing and is such a great person. She has been with us through all of it and has made sure we are fully supported and gave lots of her time and energy up to make sure we are happy and on top of our work.

This qualification has helped me do my job better as o have more of an understanding of things like conflict, communication, health and safety and how to deal with issues, problems and disruption easily and effectively while following procedures and regulations. This can be learnt on the job however when starting out this is good to build confidence and understanding.

I personally haven’t heard anything about any extra curricular activities apart from helping out with flying start. But then again everyone is asked about that even passengers. I wouldn’t even know where to find these or who to talk to about it or how or where to get involved. Not that I’d want to but would be nice to know.

Yes

Because it is a good company to work for because of its standing in Britain and worldwide and it’s reputation in other employers eyes. I have also had a great time doing this apprenticeship especially the initial training as it was fun, exciting and o felt like I was learning so much and the excitement of putting what I learnt into practice was amazing.

To make sure you know what you’re signing up for, and to just be confident and put yourself out there. It’s a great opportunity as you get to meet lots of new and differnt people and experience the airport life and learn and understand what goes on here which is fascinating.