Customer Service Review
at Lloyds Banking Group
Higher Level Apprenticeship
Insurance and Risk Management
Edinburgh
Review Submitted: February 2023
Overall Rating
4.5 /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!
4/5
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Overview of Role
4/5
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Skills Development
4/5
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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:
4/5
My main role is being a call handler, answering any customer queries and resolving any issues they may have, while providing support. The more I have progressed through my role I have been trained on a few admin queues, this has been very interesting and breaks up my week nicely.
To what extent do you enjoy your programme?
4/5
My job role is very enjoyable, I am lucky to work with a team that all get along well and are willing to help whenever. My apprenticeship has been good at keeping my brain stimulated with all the tasks I am provided, I have also built a strong relationship with my trainer.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
Since starting this role there has been a massive improvement on my confidence, talking to lots of different people has made me more socially aware and understanding of peoples situations. My IT skills have also improved alot, from using programmes I used througfh school and college to being trained on systems I have never used before
Structure and Support
How well organised/structured is your programme?
4/5
My trainer is amazing at structuring my tasks in ways that ensure I meet my unit requirements. I have multiple tasks a month with frequent reviews/ presentations, which allows me to discuss future steps and ensures I stay on track. I am set to finish my apprenticeship early with how organised we have been.
How much support do you receive from your employer?
4/5
My employer is extremely flexible and understanding, my manager has recently done the same exams I am doing so there is alot of support being given. I usually have two hours a week for my apprenticeship but they have recently upped it to three to ensure I am meeting deadlines and succeed.
How much support do you receive from your training provider when working towards your qualifications?
4/5
Couldnt ask for a better trainer, she always checks in and when I do submit my work there are always positive comments which keep me motivated. When we have our check ins it is very natural and flows easily. When my exams have came up there has always been additioanl support also.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
My apprenticeship has made me look into a lot of differernt departments and rules/ regulations. I have learnt a lot from this and this extra knowledge means I can provide the best support for my customers. Gathering evidence has been a massive part of my qualification and this has helped alot with my call handling.
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 are very lucky to be provided with a lot of extra activities and opportunities to improve our current skills and gain new ones. This is all very encouraged by managers and we are supported if we want to take part. We have a hub that tells us if there are any new activities.
Recommendations & Advice
Would you recommend Lloyds Banking Group to a friend?
Yes
Why?
I have worked jobs in the past and nothing compares to the job I have now at Lloyds bank, there is so much support and they want their staff to succeed. From the start it has always been a welcoming enviroment and I have built good friendships with my team.
What tips or advice would you give to others applying to Lloyds Banking Group?
Just be yourself, ther are so many jobs roles avaliable that something will suit your needs perfectly. Lloyds Banking Group is a good place to start your career as there are so many different routes to take once you are in the business, the possibilities are endless. Highly reccommend working here.
