Customer Service Advisor Review
at TUI UK & Ireland
Level 3 Apprenticeship
Marketing
Swansea / Abertawe
Review Submitted: May 2022
Overall Rating
4.1 /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
3.8/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
Customer service assistant / boarding support as Trainee manager. When on customer service role I answer the phone to pre travel holiday queries - amending holidays, taking payments, dealing with holiday changes, answering general queries.
When on boarding support, I provide support to new starters on the job answering any questions they may have when on calls. Whilst also performing 1-2-1s.
When on boarding support, I provide support to new starters on the job answering any questions they may have when on calls. Whilst also performing 1-2-1s.
To what extent do you enjoy your programme?
4/5
I am enjoying the program, the additional training we receive as boarding support to fulfil the management aspects are very useful as they allow us to provide the required evidence for the course. I enjoy the college days as a chance to get together as a group for all of us involved in the course.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have learnt new skills in how to coach in a way that provides positive feedback whilst helping the individual learn focus areas. I have also learnt additional skills in delivering manager processes such as 1-2-1 and QMs, and developed aspects on the importance of health and safety in the office.
Structure and Support
How well organised/structured is your programme?
5/5
The program is organised in a clear and easy way to follow, we know in advance what days we are expected to attend the college. We also have regular meetings with our tutors which we are able to set the frequency of to are own liking. I am required to take additional maths, with is all organised in advance so I know where I'm at.
How much support do you receive from your employer?
4/5
We are in an additional role as boarding support, so that all of us taking the course have access to the same support to carry out managerial tasks to fulfil the requirements to qualify. This is great as it prevents anyone from feeling like they aren't being treated equally. There is no mentor supplied but we have a set manager who sits with us to provide coaching.
How much support do you receive from your training provider when working towards your qualifications?
5/5
The college provides a lot of support through regular meetings set at a frequency of our own preference with how quickly we would like to have this progress, college days are clearly communicated with lots of support on getting there and what to expect and access to communication with the tutors is very open.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
We are learning how to be a great manager, this is helpful for me to progress within my current role by providing me with the skills and tools needs to carry out managerial tasks to gain relevant experience for future job opportunities. The course provides me with an insight into what a manager does on a day to day basis so that I know what to expect if I was to what the role.
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
Within TUI there are extra actives, however most of these are based in the head office location making it hard for those of us not based in the area to participate. However there are some online based activities and networks that all employees are able to join, specifically teams pages for certain communites.
Recommendations & Advice
Would you recommend TUI UK & Ireland to a friend?
Yes
Why?
I would recommend TUI as an employer to a friend because they provide a great training course with plenty of support, they have a lot of roles available so that you are able to experience different aspects of the business easy. They have great travel perks if you enjoy travel.
What tips or advice would you give to others applying to TUI UK & Ireland?
I would advise that people applying are aware of the way contact centre roles work in terms of stats and expectations. I would advise them of the 2 interview process, with an initial telephone call and a secondary in person interview.
I would advise about the great training course and all the support provided.
I would advise about the great training course and all the support provided.
