Student Case Studies

Customer Services Level 3 Apprenticeship - Jake

Former School(s): Reigate School

Jake started his career journey with a Customer Services Level 2 Apprenticeship at Reigate and Banstead Borough Council, which he found helped him to build transferable customer related skills. For Jake, an Apprenticeship allowed him the opportunity to gain both work experience and a nationally recognised qualification. Having enjoyed Level 2 so much, Jake decided to progress onto Level 3 with ESC as his training provider. He commented:

"[ESC] provide an excellent amount of knowledge in Apprenticeships, and how to best approach them for successful results."

Jake has now been with RBBC for over 3 years and has found that the coursework he completes is heavily linked to his job role.

“It really helps with my personal development as all my work is going towards building my customer service skills which I can use for any industry”.

On Level 3, Jake has been given new responsibilities, such as training new starters in the team, which he finds extremely beneficial as he can add detailed examples of this training to his assignments. Jake was also given the opportunity to work from home during the pandemic and has seen a significant improvement with his phone skills.

Jake has also explored new avenues during his time at ESC and has now started a Part-time AAT Accounting evening course. Jake added:

“The teachers have been really welcoming and supportive – and the facilities are excellent.”

Jake is grateful for the ongoing support he has received from his Assessor, who has been:

"Really patient and understanding of my needs and wants from the Apprenticeship and Part-time course." 

The support he's received has also helped Jake to demonstrate more confidence in his assignments and enhance his skills. 

Overall, Jake has found that the Apprenticeship opportunity has allowed him to build core customer service skills whilst working in a diverse and exciting job role. With the addition of his Part-time course, Jake is confident he has given himself more options for the future once his Apprenticeship is complete. He stated:

“I could continue my studies on to Level 3 and 4 AAT Accounting or I could go into any industry with my transferable skills.”

Explore our Apprenticeships within Business, HR and IT, or our part-time evening classes here.