faqs

learning and development

What kind of support can I expect?

Every course has a designated trainer, and on many occasions you'll meet other trainers from the department. You'll receive regular one-to-one development meetings throughout the course, which will help us to make the training work for you. You'll be able to discuss your progress and suggest areas where you think you need further support. There's also a range of flexible refresher tools available to suit your personal learning style, ranging from online quizzes and e-learning packages to cryptic anagrams and crosswords. We also have a call library on-site so you can listen to calls and build your confidence up, familiarising yourself with potential call scenarios.

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What hours will I be working in training?

These vary dependant on the induction course you are joining. We offer full time days (running between 08:30am and 5pm) and a range of varied hours to cover part time courses, where possible matching your core shift pattern. These part time courses are delivered both during the daytime, evening and sometimes a mixture of both.

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Do I really need this induction experience?

Absolutely. first direct is an amazing place to work and we want you to feel part of our special family from the moment you click on this page, throughout the recruitment experience and all through your induction. We won't throw you in at the deep end. We'll make sure you're fully comfortable by the time you start taking calls. And being the friendly bunch that we are, we'll make sure you have a lot of fun while you're learning.

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I'm nervous about using PCs - will this affect my ability to do the job?

Honestly, you needn't be. We offer extensive training on our systems, so as long as you bring a few basic PC skills you'll be fine. First and foremost we are looking for people with great communication and interpersonal skills - training and support on our systems can come later.

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Will I be expected to sell to customers with targets to meet?

At first direct we excel in delivering an outstanding service. Chatting to customers about products and services is what we do best. You need only look at our satisfaction and recommendation rates to see that. Helping our customers identify their needs is all part of the service. Yes you'll have targets to meet as part of your role. But they're very achievable, and we offer excellent incentives and bonuses for those who surpass expectations. Our training will provide you with all the skills, tools and experience you require. Sales and service go hand-in-hand and the way we train you will reflect this.

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What if I don't feel ready after my training?

We can assure you that by the time you are taking calls, you'll be ready. And additional support and coaching is available from your course trainer, rookie coaches and your own team leader if you want it. We're confident that if you're right for the job and work/play hard during your induction, you'll move from the training to the live environment smoothly - eager to take the next step forward in your career.

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I have never been on a training programme for this long before.

The reason we have such an extensive training programme is because we want to make sure you're as comfortable and confident as possible when you start taking live calls. This development will continue throughout your time with us.

During your first week in training you have the opportunity to meet your new team leader and a manager from the department you are joining - the people who will oversee your personal development throughout. You'll also get the opportunity to plug in and listen to some of our people chatting to our customers, to get an idea of some of the scenarios you might be faced with.

The programme itself will combine systems work, product knowledge, procedural processes, telephone skills and sales training - so you'll be loaded with a whole bunch of new skills before you even start. We appreciate that people learn in different ways and at different speeds, so there'll always be the opportunity for personal practice time, group reviews and role plays if you decide you want it.

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