Complaint Handler at RBS

Start Date:
Birmingham West Midlands
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£1,200 monthly
Review Date:
May 2015

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


I deal with complaints for Business Banking customers, ranging from service to technical issues.

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


I've learnt many new skills, from communication to writing, and experienced a large majority of different areas in the company.

3. To what extent do you enjoy your programme?


I don't feel the role we were placed in supported the learning we were doing, although I've enjoyed working for the company I haven't enjoyed the role.

4. How valued do you feel by RBS?


I feel fairly valued by RBS.

5. How well organised/structured is your programme?


The programme organisation/structure has been poor, and feedback to improve it didn't seem to be listened to. My line manager was not briefed on what we were doing, what was required from him and the structure seemed to lack greatly in my location compared with other apprentices I spoke with.

6a. How much support do you receive from your training provider?


Originally the support we received was great, for the first month or so the support was second to none. As the apprenticeship progressed and we required more support it seemed to dwindle.

6b. How much support do you receive from your employer?


The support we received from those involved with the programme was non-existant, emails, calls and attempts at chasing these up were either ignored or moved forward to a later date and never followed up on.

However, I can not say a bad word about the support from those in my role, including my Line Manager, Centre Manager and colleagues. Although they were poorly briefed they always looked to assist where possible however ran into similar barriers mentioned above.

7. How well does your salary/package meet your costs?


I feel the salary is competitive, my costs are met well. For an apprentice the salary was a lot better than those I had looked into with other companies. No fault with this.

8. Are there many opportunities outside of work?


Outside of work there were lots of opportunities, they were advertised often.

9. Would you recommend RBS to a friend?


9b. Why?

I would recommend RBS as a place to work to a friend, however I would not recommend the apprenticeship scheme.

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

Ask questions, ensure you know who the channels of support are.

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