Customer service agent Review
at NatWest Group
Level 2 Apprenticeship
Finance
Southend-on-Sea
Review Submitted: June 2020
Overall Rating
4.6 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4/5
-
Overview of Role
4/5
-
Skills Development
4.6/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
3/5
I am a customer service agent, taking calls and dealing with queries on customers bank accounts and credit cards. I tend to make payments, cancel direct debits, order new cards and passing customers to other teams were needed.
To what extent do you enjoy your programme?
5/5
I really enjoy learning and building up my confidence, the programme also allows me to see my progress.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I started from scratch in the bank and have learnt all processes and systems in training. Training and refresher courses are frequently done to maintain knowledge. I have learnt about the bank as well as learning how to do simple transactions for customers. I have then increased my customer service knowledge by dealing with customers every day.
Structure and Support
How well organised/structured is your programme?
4/5
It is very organised on timings that submissions are due and i have certain time given to myself to complete the modules.
How much support do you receive from your employer?
5/5
My employer gives me a set amount of time but if i need more then i am able to take it depending on how busy the weeks are. It is very flexible and i feel like I am supported fully
How much support do you receive from your training provider when working towards your qualifications?
4/5
I am able to email any queries I have and I have the ability to have calls on my progress. Feedback is always given on any drafts that are submitted.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The focus on customer services has allowed me to focus on customers not just in how I handle my role, it gives an extra focus on customer feelings and fairness that is not always considered when just following procedure
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
I am part of the womens network that features different events, both social and for the chance to progress careers. I also do charity work for my team and we also go out as a team in a social capacity.
Recommendations & Advice
Would you recommend NatWest Group to a friend?
Yes
Why?
Simple and straightforward to navigate, happy with process.
What tips or advice would you give to others applying to NatWest Group?
Go for it, do not think of what you could have done. You regret what you haven't done.
