Operations Manager Apprenticeship

My name is Charlotte, and I’m a Training and Development Officer at Realise. I currently support learners on the Customer Service Specialist Level 3, Team Leader Level 3, and Operations Manager Level 5 apprenticeships.

Before moving into the education sector, I spent 10 years in the funeral industry, progressing through a variety of roles before becoming an Area Manager responsible for 21 branches. This experience has been invaluable in my current role, as I understand the challenges of managing a team while meeting customer expectations.

During that time, I also completed my own apprenticeship, so I truly understand the demands of balancing work responsibilities with coursework.

I’m passionate about supporting others, and in addition to my role as a TDO, I’m also part of the Safeguarding and Wellbeing Team at Realise.

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 began my career in a large retail pharmacy as a Pharmacy Assistant, progressing to Supervisor and then Manager over a ten-year period with the same employer.

In 2001, I advanced into apprenticeship training as a Trainee Assessor, delivering training in Retail, Customer Service, and Management. During this time, I achieved both my Assessor and IQA qualifications.

In 2007, I returned to a management role by starting my own business—a children’s soft play centre—where I managed a team and expanded my leadership and operational skills over six years.

In 2013, I returned to the training sector to deliver apprenticeship programmes in Retail, Customer Service, Team Leading, Management, and Business Administration.

In 2018, I completed the Level 3 Award in Education and Training (AET), and in 2021, I achieved the Level 5 Apprenticeship Standard in Operational and Departmental Management, alongside the ILM Level 5 Diploma in Operational Management.

In 2023, I was promoted to Senior Training and Development Officer, where I now share my extensive knowledge and experience by supporting other Training and Development Officers and Performance Managers.