Customer Service Consultant Review

by Direct Line

Rating

6.6/10

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

My job role involves me dealing with customers over the phone to help them with their insurance policies. In my role I deal will home, motor, pet and travel insurance for Direct Line, Churchill, Natwest, Prudential and other companies. For these policies I can deal with amendments, payments and complaints to help the customers.

6/10

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

Since i started my job in 2018 I have mainly developed how I deal with different types of customers and to help them resolve any issues. this would include my confidence when i talk to them. I have also developed my knowledge of insurance from dealing with different types of policies.

7/10

3. To what extent do you enjoy your programme?

I have enjoyed working in a team whilst doing my job as i have enjoyed the environment and the positive team atmosphere with everyone helping each other out in multiple types of circumstances. I also enjoy the customer culture and how they have supported me when ever I have needed them to.

7/10

4. How well organised/structured is your programme?

I felt we were given a good amount of support for the programme as we were given 3.5 hours every week to study for it. We were also given any additional support if required from our team leaders and team members who have done a similar apprenticeship in the past.

7/10

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

My team leader was supportive throughout my course with supplying any additional time off the phone if it was required and also looking at our work to see if there was anything else we could add. My mentor was also supportive and always made themselves available to help me if I needed it.

8/10

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

My training provider was very supportive as i could email them at anytime if there was anything I needed help with.

6/10

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

There were a lot of details especially regarding complaints that my qualification supported me with as at the start that was the topic that i was struggling with. So as as result of this qualification I improved a lot which really helped me with my job role as I was a lot more comfortable with complaints.

8/10

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.)

At this moment in time there isnt due to covid-19 restrictions.

4/10

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

Yes

9b. Why?

They have supported me as my first employer and have paid me well.

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

If you want a job for 1 year or 2 it would be great as they pay decent and support you if you need anything further.