Customer service coach Review

Item: Customer service coach at Crosby Management Training Ltd
Rating: 4.6
Author: Anonymous

at Crosby Management Training Ltd

Higher Level Apprenticeship

Insurance and Risk Management

Walsall

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!

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 work as a customer service csr who has a support coach role in homeserve. I work with the front line staff to off coaching , screen calls, assist with training and process improvement for the front line, to ensure we follow FCA guidelines and treat customer fairly. this evolved many coaching method like smart, aid , and setting goals

To what extent do you enjoy your programme?

5/5

the programme as really let me evolve as a person and learn so much more about coaching. the sessions are layed out so well form the tutor. lots of involvement. we meet monthly for the day. all course work is full of something to take away. We then use the study on the session to discuss and learn more on the platform

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

in my role in homeserve i have developed skills form in house and also on an apprenticeship also. i have achieved in house qualification, been on causes for future staff to aspire to manager or coach roles also competence as a 1st level supervisor who is able to screen calls in different skills for the business

Structure and Support

How well organised/structured is your programme?

5/5

[This section of the comment has been removed by a member of the Higherin Team because it did not meet our site terms and conditions] is fantastic at how he has put the programme together, he understood the business as a peak time couldn't commit to us having the best learning. we restarted the programme jan 2020, and the session fall well with working patter, with time to to course work and assignments as well each month towards our standard

How much support do you receive from your employer?

3/5

this has been a factor to deal with. the company has changed roles for myself and what duties can fall for. i have been able to put time aside, but as i fall under other managers i do need to gain on occasions more permissions. it is well supported but my work loads and task do change

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

5/5

Crosby are great. [This section of the comment has been removed by a member of the Higherin Team because it did not meet our site terms and conditions] is a credit to the company and all he does. he has been grat to reach out to for 121's, course work support and assignments as welll. the sessions are planned so we have time to work around them in advance to get the best out of Crosby and [This section of the comment has been removed by a member of the Higherin Team because it did not meet our site terms and conditions]

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

5/5

the theroys we have been learning have opened up so much for me. on how coaching cycles work. hoe to be safe in the environment and education of the course and training i deliver. it has been great to go out to do research on these each class. we have broke these down. i have learn more about my self in them as well and my own insights as well

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

we have chit chats and catch ups to share out learnings as 1st level supervisors. tis is customer focus forums, to calibrate calls. we also calibrate on out own screening as coaches that we have learned form them as well , so we are all on the same pages. we have also had booked club as well to read books and learn

Recommendations & Advice

Would you recommend Crosby Management Training Ltd to a friend?

Yes

Why?

Just how the company cares about it delegates. the structure of the courses. the support for the learned to get the best out of it , can approach the company and your tutor so well. the leaning is fun and really come away with a sense of achieving the goals set out when we started

What tips or advice would you give to others applying to Crosby Management Training Ltd?

be ready to learn, and enjoy the learning. there will be great goals and support to do it, so take a leap and take it on. Don't be afraid to ask questions along the way have fun with the learning. the classes and assignments are great learning , and it been catered for classroom and on line it a great way

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