Customer Service Practitioner Apprenticeship

I am currently a Senior Training and Development Officer within the Business Skills unit at Realise Training, where I deliver apprenticeships in Customer Service, Retail, and Team Leading.

My career began in retail, where I progressed from frontline roles to Store Manager. Over the past 28 years, I’ve built on that foundation to transition into training and development—first as a Regional Trainer and now in my current senior role at Realise.

This position offers the best of both worlds: I continue to support learners through their apprenticeship journeys, helping them develop skills and confidence in their roles, while also mentoring and guiding colleagues within the team. Sharing insights and fostering growth—both in learners and fellow trainers—is a part of the job I find especially rewarding.

With over 13 years of experience as a dedicated Business Skills Trainer, I specialise in delivering apprenticeships in Customer Service Level 3 and Business Administration Levels 2, 3, and 4. I'm passionate about sharing industry best practices and developing the knowledge, skills, and behaviours that empower individuals to succeed in the business world.

Whether supporting those just starting out or helping professionals take the next step in their careers, I’m committed to guiding learners toward meaningful growth and long-term success in the business skills sector.

I started my working life as a customer service assistant for a large, well-known food retailer and worked my way up to supervisor. Exploring a variety of roles gave me real insight into how a large organisation operates and how vital its people are to its success.

I later progressed into a higher management role and completed an apprenticeship to support my development. That experience inspired me to use my own journey to support others and motivate them to grow through learning.

It was then that I decided to change career paths and move into the apprenticeship and training sector.

I’ve now worked in the industry for over 21 years, supporting individuals to develop the knowledge and skills they need to achieve their goals. I’ve always believed that learning should be an enjoyable, empowering experience and I bring that ethos into everything I do to engage and inspire those on their learning journey.

I began my career in a customer-facing salon environment, where I developed strong communication, client care, and service delivery skills alongside my professional qualifications. By age 21, I became a business owner, successfully managing my own salon for three and a half years and gaining hands-on experience in customer experience, staff supervision, operations, and day-to-day business management.

I later transitioned into education, qualifying as an assessor and progressing into quality assurance, becoming Lead IQA across Hairdressing, Business Skills, and Management. In this role, I supported learners and employers, ensured quality standards, and contributed to continuous improvement.

Alongside this, I co-owned a second business, further strengthening my experience in leadership, training and development, marketing, and business operations. I now bring together practical industry knowledge with strong coaching and customer service expertise to support apprentices in developing the skills needed for successful careers in business management.

For insights into my work and background, check out my LinkedIn profile here