Customer Service Advisor Apprentice Review

by Direct Line

Rating

7/10

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

I work in a customer facing role, making amendments to existing motor policies and answering customer’s questions surrounding their insurance policies.

8/10

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

I have certainly learnt better customer service skills in this role, furthering my interpersonal and problem solving skills, especially when resolving customer complaints. I am also learning about the personal insurance market in general, by learning about underwriting, renewals, insurances claims etc.

8/10

3. To what extent do you enjoy your programme?

I really enjoy my role with DLG. I love the company and the core values. I work with a great bunch of people! Everyone is very welcoming, approachable and friendly.

10/10

4. How well organised/structured is your programme?

I wouldn’t say this is a fault of my employer, but I wouldn’t say the program is particularly well structured. Our training provider have often changed things last minute, scheduled things in wrong. We’ve changed mentors part way through the programme with next to little notice.

3/10

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

DLG is excellent with supporting us throughout our apprenticeship. It’s like a little family! They’re always very vocal and open to feedback and making sure things are right the first time!

10/10

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

I can’t say a great deal. I’ve had to email several times when asking for support, emails flat out ignored. Conflicting information told to me on certain elements of the program.

2/10

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

I don’t really feel it applies directly to the role I am doing. There are some elements that have come in handy in certain situations when speaking with customers, but the qualification is generally more about insurance as a whole as opposed to specifically being about motor insurance.

5/10

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.)

There have been plenty of extra events to get involved in even during the pandemic. I have been active in workshops and webinars promoting social mobility and its given me the chance to connect with individuals across the business and outside the business I may otherwise not get to meet.

10/10

9a. Would you recommend Direct Line to a friend?

Yes

9b. Why?

Dlg are a fantastic, supportive organisation. I really connect with their values and feel they really support their staff. I couldn’t recommend them enough and honestly think my friends are sick of me telling them to apply for roles online with the business.

10. What tips or advice would you give to others applying to Direct Line?

Just be yourself! DLG appreciate honesty and for you to be your authentic self. Most of the job I do is taught through a great induction programme when you come to the business, so if you really feel passionate about doing the right thing no matter what, and being real with customers, then make sure that those ideals come across at interview!