Summer Intern Review

During my internship, I worked within the Customer Care team, supporting the management and performance of contact centres. My role involved analysing contact centre data, monitoring performance trends, and helping to identify any external factors that could impact service delivery.
On a day-to-day basis, I attended meetings with a variety of teams across the business to discuss operational performance, ongoing projects, and potential challenges affecting contact centres. I also worked independently on research projects, gathering and analysing information to support business decisions and recommendations.

During my internship, I was given a significant amount of responsibility and was trusted to work independently on a variety of projects. Much of my work was self-led, requiring me to manage my own time, conduct research, and provide insights to support the Customer Care team.
I was also responsible for maintaining and updating several daily performance trackers. In addition, I developed my own version of a tracker, which has since been adopted and is currently used by the team.
Throughout the placement, I was encouraged to contribute my own ideas and perspectives during meetings and discussions. This gave me a greater sense of ownership and responsibility while helping me build confidence in a professional environment.

The most significant area of growth has been my confidence. I have regularly presented and discussed my work with senior colleagues, which has helped me become more comfortable communicating my ideas and findings in a professional setting. I also attended meetings covering topics that were initially unfamiliar to me, teaching me how to actively listen, ask questions, and quickly develop my understanding of new areas.
My analytical skills have improved considerably as I have spent time working with data, identifying trends, and understanding how external factors can impact business performance. I have also become more proactive in keeping up to date with current events and industry news, allowing me to better understand how wider developments can influence the organisation and its customers.
Another key area of development has been networking and relationship building. I have built strong connections with colleagues both within and outside of my immediate business area, and I am now much more confident in reaching out to people from different teams to arrange conversations and learn about their roles. This has helped me gain a broader understanding of the business while expanding my professional network.

I received a good balance of support and guidance throughout my internship. I was given enough support to help me settle into the role and understand the business, while still being trusted to work independently and take ownership of my projects. This allowed me to develop confidence and become more self-sufficient without becoming overly reliant on others.
My manager played a key role in my development, taking the time to explain the background and objectives of the Customer Care function and helping me understand how it fits into the wider business. They also made a conscious effort to integrate me into the team, involving me in meetings, projects, and discussions wherever possible.

The company culture throughout my internship was extremely inclusive, friendly, and welcoming. From the beginning, I felt comfortable approaching people and asking questions, as everyone was approachable and willing to offer their support. There was a relaxed atmosphere across the team, which created a positive working environment.
One of the aspects I enjoyed most was how open colleagues were to getting to know one another. People were always willing to have conversations, share their experiences, and offer advice, regardless of their role or level of seniority.
The culture also encouraged collaboration and learning. I felt that my contributions and ideas were valued, and I was given opportunities to participate in discussions and meetings.

I thoroughly enjoyed my internship and would describe it as an incredibly valuable and rewarding experience. I started the placement with very few expectations and little understanding of what the role would involve, but I have come away with a huge amount of experience, knowledge, and confidence.
One of the most enjoyable aspects of the internship was the variety of opportunities I was exposed to across the business. I was able to attend meetings with different teams, work on independent projects, and gain insight into areas of the organisation that I would not otherwise have had access to. This gave me a much broader understanding of how the business operates and how different functions work together.
A particular highlight was the opportunity to travel to the Manchester and Newcastle contact centres as part of my role. Being able to use duty travel and fly for work as an intern was an amazing experience and gave me valuable first-hand exposure to different operational environments. It was a level of responsibility and opportunity that I had not expected and something I am especially grateful for.
Overall, the internship exceeded my expectations in every way. It challenged me to step outside my comfort zone, develop new skills, build professional relationships, and gain experiences that I would not have had elsewhere. It has been an enjoyable and memorable experience that has contributed significantly to both my personal and professional development.

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