Customer Service Specialist Review

Item: Customer Service Specialist at TJX Europe
Rating: 3.3
Author: Anonymous

at TJX Europe

Level 3 Apprenticeship

Customer Service

Romford, Greater London

Review Submitted: April 2025

Overall Rating

3.3 /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!

3/5 - Overview of Role

4/5 - Skills Development

2.8/5 - 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

Dealing with complex complaints
Handling escalations
Coaching and mentoring our associates
Monitoring the dashboard in our contact centre
Assigning emails and cases
Handling complaints received in our executive inbox
Monitoring our day to day contacts - new cases, open cases, awaiting info cases

To what extent do you enjoy your programme?

2/5

I enjoyed the apprenticeship overall as a whole however there were parts (assignments) I felt could be developed or in contrast, were not relevant to my current role.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

Leadership styles and skills
Coaching styles and skills
Collaboration and teamwork skills
Regulations
Continuous Improvement

Structure and Support

How well organised/structured is your programme?

3/5

In my opinion, I do believe the programme was structured, however at times, due to my responsibilities at the time, in comparison to the other apprentices, I would have preferred the programme to be more flexible, and deadlines tailored to each individual.

How much support do you receive from your employer?

4/5

For myself, I was always provided the time to complete assignments from my employer although this could at times be difficult with the responsibilities I had at the time and lack of flexibility with deadline dates. However, I felt I could always ask for support when required.

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

3/5

From my training provider, to begin with I felt they were extremely supportive and I was excited to start my apprenticeship. We would have monthly check ins, in regard to my assignments however this was remote via a team's call, and I did not get to meet my tutor in person. Towards the end of my apprenticeship, working towards my EPA I did feel that I had lacked support when this was needed most.

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

1/5

In my opinion and upon review overall, I do not feel that the qualification helped me better perform in my role. For my role as a specialist within our customer service department I feel that the knowledge and skills required can be learned in the workplace and not through completing assignments and my end point assessment.

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

In our company, the extra-curricular activities can vary dependent on the time of year. Examples I can provide of previous activities/events would be:
- Sports Day
- Crazy Golf
- Restaurants and Work drinks