Customer service Review
at Booking.com
Level 3 Apprenticeship
Business Operations
Manchester
Review Submitted: May 2021
Overall Rating
5 /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!
5/5
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Overview of Role
5/5
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Skills Development
5/5
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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
My job involves answering customer calls regarding issues related to renting cars as well as replying to customer email enquiries. Sometimes, I contact the supplier on behalf of the customer if they need more information on specific details and possible extra services such as out of hours or delivery to the hotel.
To what extent do you enjoy your programme?
5/5
I greatly enjoy the programme and always look forward to next workshop. My manager is very supportive and always arranges the time for me to attend the workshop and meetings with the personal tutor. I have also made some friends with the other apprentices in my company. The apprenticeship has exceeded my expectations as I have never realized that there are so many skills to learn in customer services.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I have learnt many new skills through the workshops that are very useful for my job role, such as different kind of leadership styles, coaching, the effective verbal and non-verbal communication skills, body language, tone of voice, how to listen effectively. I have developed a lot of existing skills throughout my apprenticeship such as writing, project planning and presentation.
Structure and Support
How well organised/structured is your programme?
5/5
The programme is very well organised. We have our induction to get to know the programme and to familiarise ourselves with the learning platforms. Throughout the programme, there were several workshops with tutors teaching and we participated in the discussions, question and answer sections. We are supported by our personal tutors throughout the programme.
How much support do you receive from your employer?
5/5
The support from my employer is great- my line manager helps to schedule my time off for workshops and study. She always check on my progress, how I am doing and any support I need from her. She also help to find the right person if I need to do shadowing or introduce me to other colleague that can help me.
How much support do you receive from your training provider when working towards your qualifications?
5/5
The provider provides workshops, learning portal (BUD), BKSB course view platform. The workshops is taught by tutors on specific topics, and we study more on the topics through the Learning Portal BUD on our study time before we submit our work to our personal tutors. The BKSB course view is mainly for English and Maths with learning materials to study. There were extra workshops to improve Maths, English and ICT skills over the programme time.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The qualification will definitely help me to perform better in my role as the skills I learned are so useful - the communication skills with the internal and external customers, the coaching skills to succeed together with colleagues, the personal development planning skills, how to manage a new project and how to present your ideas to the team and many more.
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
Our company has many activities to support us during Covid. The 'Working apart together' team provides us with many wellbeing workshops such as Headspace meditation, Yoga and de-stress session during the tough time. Recently I have involved in Earth Day 2021, Peer recognition day, International Jazz day and BeWellyourWay encouraging walking and exercise.
Recommendations & Advice
Would you recommend Booking.com to a friend?
Yes
Why?
I find Booking.com a great place to work, beautiful office, everyone is very friendly and you get to involve in some interesting activities. There are some internal opportunities to grow and progress in your career. We are encouraged to live our company's values and one of them is learn forever and the company does provide us with many facilities to learn such as Linkedin Learning, Udemy and Blinkist.
What tips or advice would you give to others applying to Booking.com?
It is a big company with people from all over the world so you might find yourself sitting next to someone from South America. I would advise people to be open minded and depends on the role you are applying for, dress up appropriately. Definitely to be confident and learn as much as you can during the induction days. There are many opportunities to progress your career later on even if you start with the customer service advisor.
