I joined the Yorkshire Building Society after leaving sixth form at the end of the last academic year as I wanted a fresh start. I have recently turned 18 years old and I am currently working in one of the Group's large branches as a customer consultant, I started on the 12th September 2016 as part of the new apprenticeship scheme.
Since starting, I have done a range of different things such as working behind the counter, observing different retail appointments and working in other branches to get tips from colleagues. My role means that I am the first point of contact and I deal with customers face to face every day. This involves carrying out various different transactions which can range from a cash withdrawal to dealing with complaints or feedback.
A positive thing about my role is getting to know the regular customers and building a relationship with them. Another thing I enjoy is doing the work for the local charities where you are given time to do some volunteering and provide support to organisations such as Marie Curie or End Youth Homelessness. Some of the tougher experiences have being dealing with some of the more difficult customers who can either be angry or require extra help due to being slightly vulnerable.
I have been on a number of courses which include: Customer engagement and experience where I gained tips on how to build rapport with customers. I attended a workshop with RSA (our insurance provider) where I learned about our insurance product in depth, which will help me when talking to customers. I have also undertaken a course on self-branding, which made me aware of how to present myself to others through body language and on social media.