Customer Service Apprenticeship Level 2 Review

by The AA

Rating

9.1/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

my overall role is to answer calls from customers who have broken down on the road, and need a patrol to attend their vehicle. i take the details of the member, vehicle and location and adapt the job depending on circumstances. if needed, i can upgrade members' policies and take those payments, or i can transfer them to the right teams.

8/10

2. Have you learnt any new skills or developed existing skills?

several. computer, technology systems skills are the main skills. developing current problem solving and communication skills, as well as multitasking, active listening, teamwork and others.

10/10

3. To what extent do you enjoy your programme?

it is a job where every day is different, some days are challenging,, some are more repetitive, but the variety of calls and experiences, as well as the other apprentices and managers make each day on the whole, enjoyable.

9/10

4. How well organised/structured is your programme?

very organised. any meetings, changes, coaching sessions and new system updates are all notified and advised of at least 3 days in advance. not many things come as a surprise, we are all informed of what to do and how our day/week is going to go.

10/10

5. How much support do you receive from your employer?

an incredible amount. at least one supervisor is present every day, and they are mostly prepared to help us immediately. if they are not available we have been advised and are well prepped to find help in the right directions.

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

i, personally, am only working toward the Apprentice qualification, nothing extra. with the help on calls and help from our catch22 manager, Mark, I feel very supported with what i need to do and where i might be going wrong. my questions are always answered always within the day

10/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

the apprentice qualification is largely achieved through our call handling and like mentioned before, the support is fantastic.

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

not yet, due to coronavirus causing many limitations. i am aware that when things are normal there are many teams meetings to build coworker relations.

6/10

9a. Would you recommend The AA to a friend?

Yes

9b. Why?

its been a great experience for now, with the support, the great team, the office being so advanced and it being one of the better apprentices, i definitely recommend.

10. What tips or advice would you give to others applying to The AA?

be yourself, enjoy it, don't be afraid to make mistakes, but when you get advice or criticism, take it on and actively change your ways to be the best version of yourself as possible. be ready for anything!