PCS – Quality Training in the Heart of Birmingham

Marie
Dancer

What are your main responsibilities?

My responsibilities include answering customer queries, checking invoices and tickets are correct and posting them to the relevant customers. I also completing any other admin work that needs doing e.g filing away documents, restocking the stationary cupboard, franking the post.

Pathway Selected

Researched and applied on the apprenticeship website for a job I was interested in, went for an interview with Protocol and discussed the different options. I was referred to an interview with Travel Club Elite and got taken on the same day.

What is your working environment like?

Professional and enjoyable – there is always a good atmosphere in the office.

Who do you work with? (Departments, Work colleagues)

Mainly work with my customer service colleague and mentor, Elaine, whom is very knowledgeable and a great laugh. I also liaise and interact with all the staff in the reservation, accounts and marketing departments. We all work very closely, as a close-knit family if you will.

What do you like about your job?

I like dealing with customers over the phone and helping to build up excitement for their holiday.

What are the main challenges you face on a daily basis?

Meeting deadlines for administration work when dealing with a lot of customer queries. It’s challenging to check the invoices with a keen eye, particularly when the phones are busy with questions or problems.

How do you overcome these challenges, should you require assistance?

Like many things, it’s about repetition. The more you do a task, the easier it gets and the less time it takes you, allowing you to move on to other things that require your attention.

Learner Details:

Age: 18

Employer: Travel Club Elite

Job Role: Customer Service Adviser/Administration Assistant

Qualification: Business Administration Level 2

Skills & Qualities
Future Goals

Unsure what the future holds but just progressing further within my work and myself.