Specialist customer service advisor Review
at TUI UK & Ireland
Level 3 Apprenticeship
Hospitality Management
Luton, Bedfordshire
Review Submitted: May 2023
Overall Rating
4.9 /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
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:
5/5
Specialist customer service advisor is dealing with customer queries and helps them manage their holiday bookings, giving advice that is the best for customer's needs and helping them plan their holidays and holiday extras. Also admin duties and admin role, helping the new team members and helping with training and their work tasks on a day to day basis
To what extent do you enjoy your programme?
5/5
I enjoy it very much because it gives me time and space to learn and develop myself and I trust my apprenticeshop coach who has my best interest at heart and has been very supportive sine the beginning of this program. I enjoy my training thanks to coach and everyone at Instep who have been very understanding and patient.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
I learned how to service customers needs in the best way possible and helping them become more tech savvy online and enjoy their holiday experience. I also learned about the hierarchy of the company and what is expected of me and my colleagues on different company levels in order to provide smooth customer service experience.
Structure and Support
How well organised/structured is your programme?
5/5
It is very well structured and each module is timed in line with realistic expectations to ensure we all have time to complete the tasks and be successful on our end year assessment. I also think it covers everything that is needed for an advisor to achieve level 3 customer service qualification
How much support do you receive from your employer?
5/5
My employer has been responsive towards my coach input and is showing understanding for time that we need in order to be successful with the program. I am pleased with their support so far and I hope this continues until I have passed the qualification as there is a lot to process.
How much support do you receive from your training provider when working towards your qualifications?
5/5
My coach is always available and she is very polite and supportive. Coach is very positive and helpful and nothing is too much for her. She also helps me arrange the time needed for each task and gives me realistic expectations and breaks the modules down to easily digestible tasks which helps me understand and remember things that I have learned so far.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
It does help me because I now have the time to reflect on processes, group hierarchy and deeply understand the effect my service has on a corporation as an ecosystem. Before the NVQ, I haven't had the time to explore the bigger picture and really dwell into processes but this will pay off in time and customers will have better experience long term
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
There are certain extra curricular activities but this could always be improved. I love playing sports so maybe some team games and organising excursions together more often would be very helpful, especially for people who are hybrid or full homeworking. We do have networking events and everyone is allowed to join but number of places is limited. I am happy but this could be improved.
Recommendations & Advice
Would you recommend TUI UK & Ireland to a friend?
Yes
Why?
They are a good company that will give you job stability and progress opportunity, based on your performance. No work is done in vain and you will get opportunities in return. Your work and accomplishments will be celebrated and you will get the support you need from your line manager and training manager as well. I have been working for TUI 5 years now and I wouldn't change my employer.
What tips or advice would you give to others applying to TUI UK & Ireland?
Be prepared to put in hard work, but bare in mind this will pay off and you will have all support that you need. Once you start working for TUI, this is a company you are unlikely to leave due to progress opportunities and camaraderie that's part of organisational culture. Be transparent and genuine.
