Customer Service (Technical) Review

My role day to day is speaking to customers and helping them with their queries within the Sage payroll software. I also get time to complete college work and have feedback with coaches to learn what I can work towards eg objectives based on calls I’ve had throughout the day

I have learnt soft skills eg interpersonal skills, questioning but also how to speak to customers in general and communicate with them as well as how to navigate in Sage software, and how to pitch benefits of other products to customers needs to be able to work against our competitive targets

I enjoy the programme a lot, the job can be difficult and trying at times but the managers are very supportive and the programme is always made clear to the targets we are working towards and the support we have is the best part and it’s a well structured programme

It is very well organised, we were given a weeks induction at the beginning to learn the product we would be supporting then 3 weeks training and we also have team meetings regularly so we know what we’re working towards and are kept up to date and we also have apprenticeship meetings and reviews with the training provider to keep on track with the qualification

We receive a lot of support and can ask for more if we feel we need it. At the beginning we had constant coaching support and sessions to help with knowledge in the first month or so and now we still have coaching support and regular team meetings to make sure we are all supported as a team and individuals

We are supported in terms of having group sessions for knowledge and also having reviews and meetings with our training provider to know what we need to work towards. However between meetings and sessions with them the training providers can be quite difficult to contact if we need further help eg via email or messages

The qualification is helpful as it is specific to customer service workers however our role in Sage is quite technical compared to other customer facing roles and the qualification is more specific to policies and knowledge about the business which doesn’t particularly affect our roles very much as our main role is supporting the product technically and so personal skills are the most important skill besides knowledge in the software

Yes, at sage there are various communities to get involved in and also Sage Foundation which all employees are entitled to 5 days volunteering a year. There is also pride at sage, events for business milestones eg beginning of a new financial year, and sports team to name a few

Yes

Sage is a colleague focussed place to work. As an employee there is a strong sense of belonging and we are our first in decisions for the business. It is also are a very engaging place to work, there’s constant incentives to get involved in and we are treated very well.

The most important thing is being an engaging, friendly person. In my experience, as a 16 year old who came straight from school, work experience can be useful but is not the thing Sage looks for as it didn’t affect their perception of me as a possible hire, you have to be a friendly but professional person to fit in with the culture at Sage.