Customer Service Advisor Review
at The AA
Level 2 Apprenticeship
Customer Service
Oldbury, West Midlands
Review Submitted: March 2024
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
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Overview of Role
3/5
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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 role consists of working within a call center where people who's cars have broken down call us so they can report the incident so someone can come out and repair the vehicle to get them back on the road. There also other types of calls such as ring backs and recoveries but most of the calls consist of someone calling to report a vehicle broken down.
To what extent do you enjoy your programme?
4/5
I really enjoy the programme I am currently doing as it allows me to explore each functioning part of the job in full length. This is because I am given a training day which is a day where I do not need to take calls and can spend that time both completing work as well as exploring other options I may have after the apprenticeship.
Skills Development
Have you learnt any new skills or developed existing skills?
3/5
Most of the skills that I have learnt or developed further mainly revolve around customer service and how to deal with different situations such as upset customers, vulnerable customers or even customers who would like to file a formal complaint. As well as this, I have been able to make progress in my skills that revolve around diffusing situations and understanding the best way to reach an outcome that benefits everyone.
Structure and Support
How well organised/structured is your programme?
4/5
The programme is well structured as it works on a monthly basis and allows for all the work that needs to be completed to be very well sorted out. On this monthly basis, I am also able to have a very good understanding of if I am falling behind. on track or ahead of what is required.
How much support do you receive from your employer?
4/5
I receive plenty of support from my employer as I am given more than enough time to complete my apprenticeship work which allows me to spend that extra time exploring the other opportunities that the AA provides. As well as this, if I have any questions regarding the work, there are plenty of people who are more than happy to help.
How much support do you receive from your training provider when working towards your qualifications?
4/5
I receive plenty of support from my training provider as they provide us with plenty of different power point presentations, videos and other forms of media which are accessible 24/7, meaning any spare time I may have when on shift can be spent progressing my customer service skills which benefits me for both my call taking experience and apprenticeship work.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
My qualification that I am currently striving to achieve in will benefit me plenty in my role of taking calls as it will allow me to understand further how to handle very specific and difficult calls such as the ones mentioned previously. As well as this, I will understand the core parts of what makes an efficient and effective call handler.
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 plenty of extra-curricular activities that I am involved with at my workplace. These mostly revolve around team bonding as well as helping with new starters who are starting their journey the same way that I had when I had begun my apprenticeship. These activities may mainly consist of going out together as a team such as going to a restaurant/pub etc.
Recommendations & Advice
Would you recommend The AA to a friend?
Yes
Why?
The AA is a great place to work as it is a very friendly and open environment whilst also being difficult in certain areas which is a great opportunity for growth and development. As well as this, the AA is a very open business that is constantly changing which is also something that most people who are starting to work may find challenging but is also a core part of the work environment and there is nowhere that someone will get used to this aspect quicker than the AA.
What tips or advice would you give to others applying to The AA?
If someone is applying to the AA, the best tips I would provide would be to understand as soon as possible that call handling is stressful but is also some of the best experience someone can have and to be as open as possible to new changes and opportunities that come your way.
