Customer Service Specialist 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.

My working career began in retail when I was 16 and fresh out of school, leading to a 30-year journey in the retail sector.
I progressed from a part-time assistant to team leader, then to section manager, and eventually into senior roles including assistant manager, deputy manager, and store manager. I spent over 20 years managing in various areas of retail.

During this time, I witnessed significant changes in the industry and developed extensive knowledge and experience in retail operations, customer service, business administration, and management.

In 2008, I was made redundant and transitioned into the learning and development sector, where I began delivering NVQs and Functional Skills. When these were replaced by Apprenticeship Standards in 2017, I continued to adapt and grow in my new career. I found real satisfaction in being able to share the knowledge and skills I’d gained over the years.

In 2017, I joined a different training provider, delivering training aligned with the new standards. After being made redundant again in 2023, I joined Realise, where I continue to support learners on their development journeys.

I left home and school at a young age, driven by my creativity and enthusiasm for hairdressing. I began my career as a hairdressing apprentice at a local salon. The pay was low and the hours were long, but I loved the opportunity to learn while earning.

After achieving my qualification, I progressed to a Level 3 Hairdressing Apprenticeship. During this time, I worked part-time in a new salon while attending college, balancing this with the responsibilities of being a new mum. I was keen to stay in the salon environment to develop my advanced hairdressing techniques and strengthen my customer service skills.

At age 21, I purchased my first salon and successfully ran it for three and a half years. After having my second son, I decided to step back to focus on being a full-time mum. During this time, I began volunteering one day a week at a local training provider to work towards my assessor qualification.

Once qualified, I was offered a full-time role as a tutor/assessor, where I gained valuable skills and experience. I progressed into quality assurance, becoming Lead IQA for Hairdressing, Business Skills, Management, and Sport.

In 2014, my sister and I purchased a hairdressing business together. This gave me the opportunity to expand my knowledge further, particularly in marketing, bookkeeping, landlord responsibilities, and in-house training and development.