customer advisor Review

Item: customer advisor at Direct Line
Rating: 4.6
Author: Anonymous

at Direct Line

Level 2 Apprenticeship

Insurance and Risk Management

Derby

Review Submitted: May 2021

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!

4.5/5 - Overview of Role

4/5 - Skills Development

4.4/5 - Structure and Support

Overview of Role

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

5/5

i get logged in at 9 am and start taking call . i work in the amendments where i do change of vehicles change of addresses ect the main people i interact with are the customers and i have a responsibility to make sure the customers have the best experience possible.we also have team meetings and i also get apprentice time

To what extent do you enjoy your programme?

4/5

i really enjoy the programme because i am earning while i am learning and insurance can be really personal to some customers.i love interacting with different customer and knowing that you have made a positive change to somebody life makes me really really happy and makes me want to carry on

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

my communication skills have improved so much i am a lot more confident when speaking to customer my listening skills have improved .i now know what kind of flex a customer is when then speak. i have learned how to adapt to change and how to put yourself in the customers shoes

Structure and Support

How well organised/structured is your programme?

5/5

personally i think the programme is structured and organised really well we all have our schedules so we all know what we have to do on a specific day and if there are any changes we are told pretty much straight away so i never feel like i dont know what im doing

How much support do you receive from your employer?

5/5

everyone at DLG are so supportive and friendly . I always have questions and Mike(my team leader ) is always so helpful and helps. we also have a team and national Skype chat so if we are on a call with a customer and we have a question we always get help

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

3/5

so when it comes to the qualifications we have a 2 hours session a month where we go through the study text and the different chapters with our trainer and ask any question we may have.the trainer also breaks it down for us or changes the wording so it is easier to understand

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

5/5

i think it helps me perform better in my role because if we have gone through it with the trainer and a customer has a question which i know i can just tell the customer rather than asking for help and this will save so much time and it will ensure that the customer has the best call experience

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

4/5

there was a event called kick start to your apprentiship where got some tips on working at DLG .we learned about the background on DLG .we also had talk from ex apprentices and their experience and we also had a talk from the ceo of DLG and we learned about what we can do after the apprentishship