Emergency breakdown call handler level 2 Review

My over all role is working in a emergency breakdown as an apprentice which opens up so many more opportunities to train and develop in all other departments. I am a teleworker so i take mostly back to back calls speaking to customers in breakdown situations. helping customers get their day back on track by logging in jobs to get a patrol out to them as quickly as possible, and to reassure them as much as possible because every day you never know what to expect as well as dealing with vulnerable customers, leading them in the right direction.

I have learnt and developed a lot of new skills, building my confidence in handling different types of customers. How to deal with an upset or frustrated customer and the tone to communicate in to help reassure the member we are here to help them. I have come across challenges not only when its very busy but due to weather conditions and vulnerable customers. I have become more of a call handler and understand more about the AA terms and conditions policy as this is important to understand when providing the correct information the customer.

I very much enjoy the opportunities i have to grow with the business. many people we know that work at the AA have been successful in working their way up through the company to where they are now. The support i have is amazing and i always have someone to turn to when i need support as well as managers are happy to go through training sessions with you.

This program over all is well organised to get everyone trained up in this course to their potential however, This course was delayed due to corona virus which pushed back the start date from may 2020 to September 2020. The opportunity with support when you feel comfortable you can work at home and the necessary equipment is provided to you.

I have lot of support from my employer. we have other managers there to speak to to support us when 1 manager isnt available. We always arrange 1 to 1 sessions every month for a catch up to review my progress and how i am feeling about the course and whether their is anything i would like to discuss. I also have my trainer for catch 22 my apprenticeship course who is also there for support and anything i need to discuss to progress throughout this course.

my training provider is only an email away with any support due to working at home at the moment and will answer any queries and supports your functional skills whether thats maths or english to get you prepared for the exam. They arrange a review every couple months to see how i am progressing as well as catch up meetings on teams to go through anything i am struggling with.

It shows the experience and understand i have through the work i have done and the qualification i will receive once completed the course will be a huge achievement from where i started which can push me in the right directions.

There is lots of opportunities to get involved at work on the hub and socializing and phrases we give to each other to say well done. we have my benefits with really good deals from hospitality to health car and outdoor activities

Yes

I believe this opportunity will be good for anyone because it a really supportive company from call handling to IT and management and you can develop your self within the company the more training you to to get a feel of working in other departments. you dont have to stay in one place.

be committed as this is a life long opportunity as the AA do not just want people to leave as soon as they qualify but they want to keep as many staff as possible.