I started my career at Castle Water through the apprenticeship program in September 2019, and completed this in July 2020. I was part of Customer Service Front Office team for the duration of my apprenticeship, and was offered a full time role as a Customer Service Advisor before completing my apprenticeship program.
During my apprenticeship I gained experience answering customer service calls and responding to customer emails and webchats. I continued to do this as a Customer Service Advisor once my apprenticeship was finished, meaning I gained further experience on our different contact methods for customers.
For the past couple of months I have worked in the Customer Service Back Office Tickets team, meaning I have been able to go even further in developing my skills and experience. I have learned many new skills with this such as how to rebill customer accounts and close accounts, something we didn't do in the Front Office team. Both activities are part of my day-to-day duties, along with processing more complex customer queries and escalations that my Supervisor passes on to me to resolve for our customers.
I feel like I make a difference for Castle Water customers as I always provide a helpful and informative service, whether it be over email, webchat or on calls. Proof of this can be found in the number of 5-star Trustpilot reviews I received this year whilst on webchat.
In 5 years, I would hope to see myself in management somewhere, possibly within Castle Water (we will see what happens;)) making a difference to customer experiences and helping out my colleagues as this is something I enjoy doing.