What did you do before joining CTB?
Before working at Castle Trust Bank, I worked in a garden centre as a Till Supervisor. I would help customers purchase their items and assist them with anything they needed help with around the store. I was not able to excel in my previous role, and I felt very uninspired and was unable to progress and develop my skills.
What attracted you to working for CTB?
What first attracted me to work at Castle Trust Bank was that it was something completely different to my previous roles and I really enjoy learning new skills. As I had no experience in financial services, I felt as though the apprenticeship route was the perfect way for me to develop my skills and expand my knowledge in my role, whilst continuing to learn.
What roles have you had since joining CTB?
Since starting my role, I have developed my skills extensively as a Contact Centre Associate for our Omni brand. Alongside this, I have also been completing my Level 2 Customer Service apprenticeship. I have also been learning the Savings business line as I now work as part of the Central Contact Centre. I have also been taking on some further responsibilities such as training new starters as well as helping existing members of the Savings team with their learning.
What attracted you to the role that you are in today?
I knew that I wanted to go into a role that was different to my previous and where I would be learning new skills. I really appreciate the fact that my apprenticeship allows me to do this, as well as being a respected member of the Contact Centre team.
What (and why) do you enjoy most about the role that you do?
I really enjoy speaking with customers and feel very accomplished and proud when I can help to solve their issues and feel assured that they are leaving us satisfied with no questions unanswered. I have also been learning so much since I have started, and my skills have developed immensely which is very rewarding.
What have you found challenging about your current role?
I would say the most challenging part of my role would be dealing with some of the challenging customer scenarios. I take this in my stride and deal with this with great care and to the best of my ability. This can sometimes be an uncomfortable situation, but it is equally a very accomplishing feeling when you are able to resolve the situation and come to a balanced outcome with the customer feeling satisfied.
What training and development opportunities have you / are you receiving?
During my time at Castle Trust Bank, I have been lucky to shadow a lot of other departments and teams such as Compliance, Retailer Support and Fraud (for example). This has helped me to see how what we do impacts the other teams and how we all work together to ensure a smooth customer journey. This has also been helpful to put towards my training for my apprenticeship to show I am keeping up with my off-the-job learning. I also am allocated at least one day a week to complete the modules for my apprenticeship to submit to my online Tutor for the following month.
What are your future career aspirations?
I am not entirely sure what I would like to do in the future, but I thoroughly enjoy working with customers, so I believe I will continue to work in a customer-based environment. When I receive my Level 2 Customer Service qualification, this will help to support this goal.
How would you describe the culture here at CTB?
I would describe the culture at Castle Trust Bank as welcoming and balanced. I believe that everyone’s values are aligned, and we all follow the same rules to ensure the workplace is kept positive and professional. I feel very relaxed and comfortable at work as everyone is very friendly and approachable. I always feel as though I can ask for assistance if I need it.
What makes CTB a unique place to work?
I think that Castle Trust Bank is a unique place to work as it is always possible to progress and further develop skills and knowledge. It is also somewhere that you are constantly learning new skills and dealing with new circumstances which is not overly common in other work environments.