Customer Service Advisor Review
at Newcastle Building Society
Level 2 Apprenticeship
Finance
Newcastle upon Tyne
Review Submitted: May 2024
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
-
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
Carry out customer transactions on the tills, answering queries and providing relevant information about the Society's products & services. Attend to customer correspondence via telephone and email. Book appointments, tend to account openings, admin, dealing with customer complaints, etc.
To what extent do you enjoy your programme?
5/5
Greatly. This is a valuable opportunity with an organisation that values its local community and prioritises customer satisfaction. The environment in-branch promotes healthy colleague relationships and makes for a positive working environment. I feel valued in spite of my inexperience and feel as though I have a place in the Society.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Acquired a great deal of knowledge around savings & finances, particularly ISAs.
Expanded upon my people skills and overall confidence, being my first position in customer service.
Improved my ability to effectively communicate with and work as a team.
Expanded upon my people skills and overall confidence, being my first position in customer service.
Improved my ability to effectively communicate with and work as a team.
Structure and Support
How well organised/structured is your programme?
4/5
The fundamentals of the programme have been clearly outlined and delivered via meetings and documentation. I know what is expected of me, how long the programme is scheduled to last, and the value the subsequent qualification has in my sector.
My only gripe is that, especially working in a branch with heavy foot traffic, sometimes I struggle to secure the time I need to complete my off-the-job tasks and stay on top of deadlines. That is not to say I don't receive time when I ask for it, but sometimes compromises have to be made and I forfeit potential study time because I'm needed on the tills.
My only gripe is that, especially working in a branch with heavy foot traffic, sometimes I struggle to secure the time I need to complete my off-the-job tasks and stay on top of deadlines. That is not to say I don't receive time when I ask for it, but sometimes compromises have to be made and I forfeit potential study time because I'm needed on the tills.
How much support do you receive from your employer?
5/5
My employer is heavily invested in my progress and development and makes an effort to accommodate to my needs. My manager regularly checks in on my wellbeing and asks for updates regarding the programme.
How much support do you receive from your training provider when working towards your qualifications?
5/5
LCG maintain regular contact and my training coach hosts informative, very engaging, calls via Microsoft Teams. Any queries I have are promptly responded to and I am encouraged to reach out for further assistance as and when I need.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
I feel that this qualification will be a huge asset in my role, especially due to my lack of experience in the customer service sector prior to this opportunity. My understanding of customer service has been growing exponentially and I feel that, by the end of the programme, I'll be able to carry out my duties with the utmost competence and confidence.
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
NBS is heavily involved in the networking side of things and provides a multitude of opportunities to involve myself in community functions, fundraisers, etc.
Recommendations & Advice
Would you recommend Newcastle Building Society to a friend?
Yes
Why?
The Society's core values and behaviours are an asset to our local community, making a real difference to those who need it. It's a fulfilling position and your fellow colleagues feel like family. It's a prestigious position, one to take pride in, and you feel satisfied coming home after a hard day's work.
What tips or advice would you give to others applying to Newcastle Building Society?
Be attentive, flexible and eager. The opportunities are boundless and you'll have many an opportunity to grow as a person. Embrace the social side and allow yourself to connect with the community, setting aside any biases and reservations. Be ready to take responsibility and prioritise your workloads; be forthcoming and honest with your team and let them know if you're struggling. Most importantly, be yourself and the rest will come in due time.
