Apprenticeship – Kate
Level 2 Customer Service Practitioner Apprenticeship
RNN Group apprentice, Kate Cooper, has recently completed her Level 2 Customer Service Practitioner apprenticeship with local employer Equans. Kate, who is passionate about delivering exceptional customer service, had this to say about her experience…
Firstly, what interested you in doing an apprenticeship and choosing the apprenticeship you enrolled on to?
“I wanted to start a customer service role and gain knowledge in an industry where I can use these skills to work and help the general public. I was very excited about the opportunity to work for a large, reputable employer such as Equans. I really liked the idea of learning and achieving a certificate through my apprenticeship, whilst also working full time.”
How was the apprenticeship delivered and was it flexible to your needs?
“The delivery was very flexible in the way we were able to arrange our sessions to work around my full time and often busy job role at Equans. It was very helpful to be able to do sessions remotely using video conferencing when this was necessary. The apprenticeship was delivered in a way that specifically met both the needs of the company and myself.”
Kate“From the course and from my job role at Equans, I have massively improved my communication skills and I have made a lot of improvements in my own self confidence.”
Do you feel that the College fully supported and guided you through your apprenticeship?
“Yes. I felt fully supported throughout my entire course and was given all of the help I needed in preparation for EPA to achieve the result I got. The support and guidance I was given helped me to complete all of my work to the best of my ability.”
What Knowledge, Skills and Behaviours (KSB’s) did you develop both in the workplace and in College, as part of your apprenticeship?
“During my apprenticeship, from the course and from my job role at Equans, I have massively improved my communication skills and I have made a lot of improvements in my own self confidence. This is something that I wanted to get out of the apprenticeship personally and it is great to hear positive feedback from the people I work with about how far I have come with this. This has made me better at working in a team, together with my colleagues and customers.”
What do you feel has been your biggest achievement whilst on the apprenticeship?
“I have achieved lots of personal goals throughout the apprenticeship. I am very proud of moving into a permanent role as a Resident Liaison Officer at Equans.”
Kate“I have achieved lots of personal goals throughout the apprenticeship. I am very proud of moving into a permanent role as a Resident Liaison Officer.”
How did you prepare for your End Point Assessment?
“I worked together with my tutor to put together a strong portfolio showcase to demonstrate everything I have learned to the assessor. I was able to prepare notes for the professional discussion by completing mock assessments with my tutor and this helped a lot during the assessment at EPA.
What advice would you give to future apprentices coming onto the programme?
My advice would be to make sure to remember to enjoy the experience during your apprenticeship throughout the whole course and to always keep in mind that the hard work will pay off and will benefit you in the long run.”
Now that you have completed your apprenticeship, how do you feel that it will support you going forward in the world of work?
“I think I will be able to build upon the experience I have gained during my apprenticeship at Equans. I will hopefully be able to progress within the organisation as I continue with my career in delivering customer service to our residents and customers.”
What are your next steps and future plans?
“I want to continue to work as a Resident Liaison Officer in my team at Equans and then hopefully progress into a more senior customer care based role within the organisation. Watch this space!”
