Customer Service Advisor Review

Offering financial services & advice to customers regarding their savings. We offer and manage ISA accounts, bonds, regular savers, etc. We evaluate the customer's needs and make referrals to our Mortgage or Financial Advice team where appropriate, for a bespoke and specialised service. My responsibilities can vary on a day-to-day basis, somedays involving transactions over the counter (deposits, withdrawals, transfers, etc.) & general queries, manning the Welcome Desk, branch admin, processing maturities, opening accounts, answering phones/voicemails, etc.

Things were on a bit of a go-slow at first, as the necessary information regarding my programme had not been relayed to my manager prior to starting. This was eventually rectified and we were able to structure my learning/study periods in accordance with the branch rota, but I think my employer would have benefited from being briefed ahead of time.
The programme itself follows a cohesive structure, allocating each month to a particular topic/assignment and splitting each unit into modules. It was easy to navigate and additional resources I may need were always attached.
In regards to expectations laid out by the apprenticeship provider- and while I'm aware this is a Government requirement- Learning Curve Group required that I log 6 hours 'Off The Job' every week, which also applied to weeks where I had taken annual leave. I had fallen behind significantly on my OTJ log due to a backlog of hours accumulated whilst on holiday. This made it difficult to meet those expectations in a timely manner and caused additional stress towards the leadup to my EPA.

My Line Manager goes above and beyond to provide consistent support, ensuring I am allocated enough time to carry out my weekly studies and providing additional opportunities to facilitate my development to add to my portfolio. I received weekly check-ins to track my progress and identify any pain points. Any issues or queries are dealt with at the earliest opportunity and a satisfactory outcome is always reached. I feel valued as an employee and am given ample opportunity to demonstrate my abilities and excel in my role.

My training provider scheduled regular Teams meetings that aligned with my monthly deadlines, evaluating my work thus far and briefing me on the upcoming Unit(s). She has been incredibly supportive, giving me constructive feedback to enable me to achieve my best work and steer me towards the criteria for a Distinction.

With the qualification being in Customer Service, I have found it to be an invaluable asset in my role, especially when I had no prior working experience. This qualification has afforded me the opportunity to "get my foot in the door," so to speak, and equipped me with the knowledge and skills to act competently and efficiently in my role.

Yes

Newcastle Building Society is an exceptional place to work, with an admirable mission statement that puts its members first and values customer satisfaction over corporate greed. The Society operates with sincere intentions and embraces and values its staff with respect and care. They seek to employ a diverse range of people from varying backgrounds, providing equal opportunities to all regardless of race, culture, orientation, etc.