Customer Service Advisor Review

Item: Customer Service Advisor at Direct Line
Rating: 1.4
Author: Anonymous

at Direct Line

Level 2 Apprenticeship

Insurance and Risk Management

Bristol

Review Submitted: April 2021

Overall Rating

1.4 /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!

1.5/5 - Overview of Role

2/5 - Skills Development

1.6/5 - Structure and Support

Overview of Role

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

2/5

Back to back calls with no breaks in between (unless you specifically take one) if you do take a break it will go against your own adherence. Essentially the role is telephony based in which i follow a loose script and help customers by making sure their needs are met.

To what extent do you enjoy your programme?

1/5

i didn't. the apprenticeship was not very well organised or managed. Consistently there was little to no communication with the trainer. The program was relativity interesting, but considering it was a level 2 it wasn't anything substantial or transferable. Easily someone could learn what i know from simple, and free, sources such as Wikipedia

Skills Development

Have you learnt any new skills or developed existing skills?

2/5

Yes. i'm very affluent in customer service and it has gave me more practise in that. in terms of new skills - no. Its not a job in which you learn new things. its more a job in which you perfect things that are easily done with simple training. if you have a brain its a simple and typical call centre job.

Structure and Support

How well organised/structured is your programme?

1/5

As mentioned before the structure was dreadful. Even from the first day they didn't have the necessary paperwork for us to fill in. so we were forced to do team building exercises that we had already done with the company. On top of that, communication was not the best between trainer and 'student'

How much support do you receive from your employer?

4/5

Lots, in fact. Our employer was very supportive with time off the phone in our schedules as well as additional time put in if necessary. and any issues we raised were taken very seriously from the employer. Main reason is because they were the ones paying for our training from the trainer.

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

1/5

We would each have 1-1 sessions with the trainer every month. However some of those were cancelled and not rearranged. But we also did have extra sessions at our demand because we felt it was necessary - but the only reason we demanded these extra sessions is because the training was not clear from the offset.

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

1/5

It does give me a broader understanding of the product - that i cannot fault. however, in terms of performance in my role. it would have not affected that regardless. like i mentioned before anyone with half a brain and access to Wikipedia could learn what i know in regards to insurance.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

1/5

Probably. but its not something i care for. and also i don't see how this relates to either the apprenticeship or the role itself. if i decide to do something i have no obligation to let you know why i do or if i dont want to do said activity.