Customer service agent Review
at Whitbread plc
Level 2 Apprenticeship
Business Operations
Dunstable
Review Submitted: March 2023
Overall Rating
4.7 /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
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Overview of Role
4/5
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Skills Development
4.8/5
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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
Answer inbound calls from guests of Premier Inn who wish to make cancel or amend bookings at the Company hotels I also answer queries about the company facilities and problems with using the company website. I liase with hotels in an effort to give the customer the best experience possible and
To what extent do you enjoy your programme?
5/5
I found the orocess to be both rewarding and stimulating The topics were interesting particularly as I was able to apply my learning directly to my work , and was snle to see the benefits of my learning in increased bookings and KPI performance as well as an increase in bonus payments as a result
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
I have learned to use active listening and effective questions to give the customers the best experience possible when they contact the Support centre. I have also learned to build empathy with the customers to build a relationship with them thus building trust and enabling them to feel more confident in their decisions when making bookings
Structure and Support
How well organised/structured is your programme?
4/5
It was as well orgass the limits of the pandemic would allow at the time I feel that I would have benefited from more one to one evaluation on a face to face basis as well as more group tutorial sessions but that is probably because I am more used to learning that way .
How much support do you receive from your employer?
5/5
I received an excellent level of support from my employer They arranged time for me to study during my shifts , 2 hours per month and changed my shifts to enable me to meet with my trainer My manager was always available to give help and support as were colleagues who work in other areas of the business who gave advice
How much support do you receive from your training provider when working towards your qualifications?
5/5
I received plenty of support from my training provider They were always available to help if I emailed them with a question and I received speedy responses whenever I needed to do this They prepared me well for my end point assessments and were very supportive and gave a lot of encouragement
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I have learned to be more empathetic with the customers who call the Support Centre and have used the knowledge gained to improve my sales and upwelling targets by using effective lists as well as active questioning to ascertain how to help a particular guest and maximise profits for the Company
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
There are various forums to get involved with as well as well as the Diversity and Inclusion Committee that one can be involved with at work There are charity events to participate with as there is a great deal of fundraising done in aid if GOSH and various social events such as quiz nights , Caribbean celebrations and evening award events
Recommendations & Advice
Would you recommend Whitbread plc to a friend?
Yes
Why?
The friendly atmosphere, the private healthcare , the active career progression initiatives as well as the social events , the generous incentive payments and incentives that are fun to participate in. There are comfortable working conditions and I feel well cared for and supported both within my team at work and the Company as a whole
What tips or advice would you give to others applying to Whitbread plc?
Come with an open mind and a willingness to learn , as well as a desire to embrace the new role. Take advantage of the opportunities such as the learning at work week , Apprenticeship and Academy Online to help with your progression and don’t be afraid to ask for help- everyone there is so kind and helpful
