Customer Service Practitioner Review

by British Airways

Best Apprenticeship Employer

Rating

10/10

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

Listening to calls in the contact centre. Answering queries from sales, change of bookings, customer relations, promoting company products.

10/10

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

Yes, learnt phone interaction skills, customer service skills and developed business English skills.

10/10

3. To what extent do you enjoy your programme?

I enjoy my progarmme very much, from learning about the airline, having training at the airport, meeting new people and developing customer service skills which equipped me very well for my future career in aviation. A lot of help and support from my trainers, manager and team leader.

10/10

4. How well organised/structured is your programme?

It is very organised. We were told about the schedule and structure at the beginning of the programme.

10/10

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

A lot. Whenever I need help in the programme or the development of myself. Also got a lot of help at work from senior colleagues on a daily basis.

10/10

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

A lot of support from Maths, English and customer service.

10/10

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

Very good as my job duty is to do customer service and I think the qualification will perfectly match what I need to do.

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.)

Yes, we do have professional networking with other branches like in Newcastle and in London. We met all other apprentices. Also, we are unable to shadow in different departments so as to know the professionals in each area.

10/10

9a. Would you recommend British Airways to a friend?

Yes

9b. Why?

We have got a lot of support and it has broadened my horizons in aviation, not only within customer service industry, but in different departments. Doing a project which would enhance our presentation skills and project management skills.

10. What tips or advice would you give to others applying to British Airways?

Work hard and trust yourselves. There are hard times from time to time but just keep doing it and opportunities will come to you.