Customer Service Assistant Review

Item: Customer Service Assistant at Wickes PLC
Rating: 4
Author: Anonymous

at Wickes PLC

Level 3 Apprenticeship

Boston

Review Submitted: February 2024

Overall Rating

4 /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

3.6/5 - 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

My job role includes dealing with customers, answering questions, answering the phone, picking deliveries and click and collects, processing out the deliveries, working stock, tidying shop floor and the warehouse. Sorting out planograms and making sure that the shelves have the correct prices on them. Helping customers with any questions and queries, where they can find stock and any advise that I have. Phoning customers if there are any issues regarding their deliveries or if their click and collects have been here for too long.

To what extent do you enjoy your programme?

4/5

There is a lot more paperwork than I was expecting, it is a lot more detailed and each section has multiple areas within it. I wasn't expecting it to be as difficult to find areas to work on for my off the job hours a week. It doesn't seem like much but when you add in all the normal jobs you do plus the coursework and then add the off the job hours it can lead you to being behind but overall I am really enjoying each area as I can feel my knowledge increasing and when I am in certain conversations I can join in more and following along with ease. I am enjoying the additional work.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

I have learnt a lot about the differences between paints and where they are best to use it, my measurement knowledge has increased, I know more about giving feedback and the different styles of leadership and which approaches are best in different situations. How external influences can affect a business and how to deal with them. My knowledge around GDPR has improved, health and safety protocols and why we have them, how to do wall to wall stock take, learnt about audits and how to use different systems.

Structure and Support

How well organised/structured is your programme?

3/5

Each module has specific tasks for you to complete and work through to increase your knowledge, they are clear and have lots of detail on so that you know what to do exactly. However there are a few tasks that overlap each other and I feel like I am repeating myself a lot when it could maybe be changed so that I don't need to repeat myself. I understand a lot of areas overlap in work but when learning I'd like it to not repeat so that I can learn as much as possible and get more out of it.

How much support do you receive from your employer?

4/5

I think that I get a lot of support from my store manager. I am given extra tasks to help with the off the job hours and then also time to take myself away and go into the office where I won't be disturbed to work through the coursework that I get. In certain areas where I am unsure my store manager has gone through and explained in detail what it means, and what areas it pertains to in my job. Also if I have any questions, then I can go to her anytime with them and she's happy to schedule out time to go answer them.

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

4/5

My realise training provider is very good, we get on well and always have a laugh and enjoy each presentation. She is happy to go through everything with me, and accommodates my learning style which can mean it takes a little longer to get through everything. If I have anything questions regarding anything then I can email or whatsapp her and she will answer as soon as she can. She gives good feedback which helps me to improve.

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

4/5

I feel like it helps me a lot in my current role as before I used to struggle to follow certain conversations and understand fully what was happening whereas now I feel a lot more confident in those discussions and that I can even contribute my opinion and know that it is based off of knowledge and common sense and not just common sense, it has more backing towards it and I can explain that. I feel like I can better help my colleagues and that my confidence overall has improved.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

3/5

There isn't a lot in my area unfortunately however there are a lot of things to get involved in terms of our charity area. We have had bake sales and a cross trainer/rowing machine in store to raise money.
There are more things to get involved in however but they are not near me. There isn't any sports teams or social activities that I know of.
There are workshops you can go on to improve your knowledge and sometimes there are teams meetings with these. At head office they have also started a book club.
I personally would love a sports team but issues with injuries stops them from having them.

Recommendations & Advice

Would you recommend Wickes PLC to a friend?

Yes

Why?

I would recommend Wickes because it is multi-working and everyone is trained on everything so that we have complete coverage and you will never just be doing the one job continuously. They have lots of different apprenticeships to increase your knowledge, and they are very inclusive and welcoming. No matter what background, race, age or how you identify everyone is welcome and I like that you can be yourself there.

What tips or advice would you give to others applying to Wickes PLC?

Make sure that you be yourself, they are very accommodating and welcoming so don't be afraid to show the real you. If you want to progress and learn more, let them know and they will help in any way. Any experience that you have to let them know and to be open and honest. A lot of customer service is about how well you can talk to customers so being open and friendly is important.

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