Customer Experience and Journey Improvement Apprentice Review

I look at the customer experience and look at ways to improve it. This involves looking surveys, assessing comms, our website, and any other aspect of the company our customers may come into contact with. We look at their journeys, whether it's changing details or bereavements, and make sure it's the best it can be.

My Excel and analysis skills have significantly improved. I'm better at assessing tone, language, and have a far better understanding of customer wants and needs. My presentation skills have improved and I have also gained valuable knowledge on the investments and customer service industry as a whole.

My programme has been excellent in providing me support, experience, and well-rounded knowledge. My apprenticeship course work is relevant to my work, and vice versa, and the two work well together to ensure I'm achieving my educational needs. M&G and BPP have been excellent in ensuring I am achieving my goals.

Extremely. My apprenticeship provides new units each month, and the work M&G gives me is always checked over beforehand to make sure it'll assist me in completing my apprenticeship. I'm allowed to divide up my time as I see fit to ensure I achieve all my goals. I am supported and checked on through all of this, and offered help whenever I need it.

My employers are extremely supportive. We have daily and weekly check ins with my manager to make sure I'm where I need to be and that I'm coping with everything, especially considering I'm working from home. If things are too much or too little, I have an extremely positive relationship with my employers, managers, and co workers where I wouldn't feel apprehensive about approaching them for help.

We have monthly calls to discuss the unit ahead, clarifying any and all questions that I need clarified. My Skills Coach responds quickly to any email queries I may have, and always has time for a meeting if I need one.

My coursework teaches me a lot of background knowledge and theory that is applicable to the work I do for M&G. It helps me organise myself better, and better prepares me for projects.

As we are working from home, options are limited. However, we have been running virtual yoga sessions, and other smaller activities we can do from home. We had a Go-vember activity in which we competed to see who could walk the most in the month. We also held virtual Christmas nights out. There are options for everyone with any interest to get involved.

Yes

M&G is a fantastic employer. Not only does the company provide many benefits to it's employees, it also recognises your efforts, nurtures you to reach your potential, and allows you to work on things you're interested in. You aren't a number at M&G; you're a person, and you're valued.

Understand what M&G does, and think about what you can do for them. Bring your strongest assets to the table, and be yourself! We're a friendly company and want friendly and ambitious people to work here. Don't be humble; show yourself off!