Student Name:
Sahnaz Gohor Jahan Stu
Course Name: Extended Internship
Course Number: BAE_7_EIN_2223
Module Leader: Nisha Menon
Paper Due Date: 24/04/23
The FIRST reflective report ON INTERNSHIP
An Internship at the Brady & Co Estate Management as
Customer Service Advisor
1. Introduction
This reflection report's main objective is to investigate the first three months of my
internship as a customer service advisor with Brady & Co estate management. Brady & Co. is
an innovative letting agent that offers customers a professional lettings and property
management firm that delivers exceptional service and customer care.
The main duty of an intern working as a customer service adviser in this agent's property
management department is to develop strong relationships with owners and occupants.
The team offers me a really positive professional work atmosphere with an open-
door policy that motivates me to use my skills, theories, and information.
It also gives me the chance to improve my abilities to advance in a professional setting as a
long-term advisor.
I'll be analyzing and assessing my experiences during this entire voyage in my report. The
Gibbs Reflective cycle will also analyze my general feelings on this encounter.
The ultimate goal of this report is to create SMART Objectives to improve knowledge, skills,
and behaviors.
These goals will serve as a road map for what I aim to accomplish in my final year and to
meet my long-term career goals.
2. Reflection
The Gibbs reflective cycle is used below to illustrate my experience working with such
sympathetic, kind, and encouraging mentors and team members.
First Day:
Description: On the very first day, a project that includes resolving resident complaints was
assigned to me to complete. As well as I had to create systems around the concern to
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address it as quickly as possible.
Feelings: Initially, I felt completely helpless because there are so many residents and they
constantly send requests, so I had to compile a list of the issues that residents most
frequently raised and come up with quick solutions.
Evaluation: Although I was mentored, my mentor had no problem allowing me to express
my thoughts and make recommendations. Since I was no longer merely an intern, I felt like
a real member of the team. I was impressed by how each team member freely offered their
thoughts and improved on those of the others.
Analysis: As a business student, I realized that I had forgotten to practice being proactive in
favour of focusing too much on business profitability. Being proactive is key to providing
excellent customer service in property management.
Conclusion: Building viable business relationships with customers is the new gold standard
for attaining sustainable expansion in this industry. In order to succeed, I would like to force
myself to think creatively during my internship period.
Action Plan: To see myself as a professional person, I would like to develop my soft skills,
such as empathy and communication, to handle challenging situations.
First Month:
Description: In the first month of my internship, I was assigned the duty of putting our
property management software to better use by implementing technologies to simplify and
improve the showing schedule.
Feelings: The task I was expected to accomplish on the dataset in the first-month varied day
by day. There are certain days that are so hectic and stressful that I had to stay late to finish
the task due to pressing requirements and deadlines.
Evaluation: I initially felt overburdened by this particular task and the responsibilities that
were imposed on me in the first month. Nonetheless, with the support of my supervisor,
who has years of industry experience, I felt more supported and assured knowing that my
work would be carefully checked, and any questions would be clarified.
Analysis: Although I have my own perspective on a certain issue, I find it difficult to deal
with a group of individuals who have various points of view. I am aware of the various
organizations’ various practices and values. I always refer to these elements of the
workplace as workplace culture.
Conclusion: I was able to take up advice and learn a variety of skills by watching and
listening to the team members, from how to connect with and handle clients to how to read
and understand a wide range of ideas.
Action Plan: To present my idea to others, is absolutely vital. I am therefore prepared to use
my weakness to my advantage. To better myself, I really would like to devote more effort.
3 Months:
Description: My supervisor gave me more than a month to get accustomed to my
responsibilities before assigning me to develop solid relationships with owners by
emphasizing open, individualized communication that provides them with the information
they require.
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Feelings: In hopes of navigating these challenges, I began devoting more time to developing
Owner portals, which will allow me to communicate with Owners in a clear, consistent, and
time-efficient manner.
Evaluation: My supervisor always sought to give me a thorough evaluation of my
performance, discussing and delivering a complete critique. I was empowered to keep
learning both during and following my internship after getting his comprehensive judgment.
Analysis: I also wanted to make sure that I was never pushing outside of my limitations, so I
learned how a good measure of operational transparency with Rental Owners worked. I
eventually discovered those limitations and gained the confidence to make value
judgments.
Conclusion: I've learned the value of teamwork and communication in the workplace
throughout this internship. I put my abilities to use by contributing concepts, viewpoints,
and opinions that were successful in resolving the client's issue.
Action Plan: I wasn't particularly good at communication skills, but I hope to learn more
from this experience about how to communicate professionally and how to accept
responsibility for my own decisions and actions.
3. Conclusion
Working as a customer service advisor for Brady & Co estate management up till week 12
has given me a lot of professional and educational experience. Also, working with this
agency has shown me a variety of tasks that I might complete and report on.
I am open with rental owners and provide the proper resolution to resident complaints.
provided them with the information they required by managing internal, current
information about their properties.
After completing this internship, I will soon finish my coursework, which makes me
incredibly happy and proud.
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