Customer Service Apprentice Review

My day to day tasks do vary, I don't have the same day. I have a meeting that I attend everyday where we look over the customer feedback we have received. Then a monthly task that I have is to complete the VOR dealer recharges, this process occurs at the beginning and end of every month. Every Tuesday and Thursday I also attend a team meeting where we all share any updates we may have and what tasks we are currently completing. Every Wednesday we have a full team meeting as well, where my head of department talks us through any updates. Additional tasks that I have taken on include: talking to dealers to see their lead time, talking to customers via the Megane Ambassador programme, updating our website, helping my manager launch new teams, creating processes, making sure Renault.net is up to date, any translations that France need help with, organising meetings etc. One task that I had responsibility with was helping my manager launch a new customer service team. I helped creating the FAQs, creating a version of the website that is being considered, doing SMS and email templates etc. Over time tasks will come up that need to be completed, so then I will take them on and it is like a cycle.

I have definitely learnt new skills. I have learnt many new skills on excel, for example: a V-Lookup, all different formulas like sum and proper, how to do a pivot table and different skills that can be useful. I have also learnt how to use Visio. This application helps us to create different processes that we use within the day to day life. I have also learnt how to deal with OTS and Blocages, and the different systems that we use to do this. For example E2B and our different websites. I have also learnt how to use RForce and how to create a case. On Rforce I have also learnt how to create SMS and email templates and how to access different reports. In addition to this I also think I have adapted to working agile as that is the way that my team works. I have also learnt several different things from all of my colleagues.

The programme is different to what I thought it would be. The programme doesn't really link to my job role, I think this programme would suit someone who worked in a different department as it is nothing to do with Customer Services. I enjoy the fact that I can work together with the people who are on my course as our ideas can bounce of each other. I find this is very beneficial as when you are in person you can help each other and may think of things that you wouldn't have thought of yourself.

We have a meeting with our tutor once a month where he goes through a PowerPoint of information. The only communication we have with our tutor is this hour a month. I think it would be more beneficial if we had more time with our tutor. The structure of the programme includes a meeting once a month with me and the other people on my course and our tutor goes through information. After this meeting, he sets us work to complete for the next month.

The support from my employer has been great. My manager is amazing [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] and I couldn't ask for anyone better. When I am struggling I go to her and she helps me figure things out. We have a one to one meeting every week where we go through if I need any help on anything or if I have anything to talk about. My manager always makes it clear that if I need any help or have something to talk about I can always go to her.

The only communication that we receive from our tutor is the hour we have each month. I don't feel as though I am 100% supported from the training provider, for example I mentioned that I was stressed and he didn't do anything additional to help support me. I am lucky enough that my manager [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions] and team are very supportive throughout the time completing and learning the information from my apprenticeship.

The qualification that I am completing doesn't really have much to do with my job role so in my opinion it doesn't really help me to perform any better. I feel as though I am learning more on the job within my role from the information my colleagues provide me with.

My team plan to have a night out at least once a quarter so that we can all go out and enjoy ourselves whilst eating, drinking and doing an activity! I have been up to the RAC in Birmingham a few times to visit our call centre and have also been to our Import centre in Bristol to see the whole process from getting docked to leaving. At Christmas we also have do up in London which was great. Renault also put on several events across the year. For example: a summer party, Christmas events, we have different food caterers come in and we also have people come in to do massages!

Yes

Everyone that I work with is very supportive and I have learnt a lot from them. I never dread the thought of coming into work, I love coming into the office and seeing/ talking to all of my colleagues. Everyone that I have had communication with, throughout the whole company have been so lovely and helpful and you never feel like you are being a pain if you have questions.

It may feel overwhelming at first trying to learn all of the different lingo and applications but you will get there in the end. Once you have learnt everything and you can join a meeting where you understand everything you will feel much more confident and happy that you can easily join in.