Jess Owen recently completed her Customer Service Level 2 Apprenticeship with Heart of England Training (HOET) while working at Warwickshire Libraries. In this article, we explore why Jess chose an apprenticeship, the impact of her training, and the benefits Warwickshire Libraries gained from hiring an apprentice.
Why Jess Chose an Apprenticeship
For Jess, an apprenticeship was the perfect pathway to combine hands-on work experience with structured learning. “I chose an apprenticeship because it allowed me to learn and work at the same time,” Jess explained. “It helped me develop practical skills and knowledge that I could apply directly to my role.” This dual focus also helped her determine if a career in library services was a good fit. “It meant I could see if working in a library aligned with my expectations of the role,” she added.
Training and Support from Heart of England Training
Jess’s experience with Heart of England Training was positive, thanks to the accessible training style and continuous support from her educator, Donna. “The training I received was really beneficial,” Jess said. “Donna was always available to answer questions and go through anything I needed. The resources helped me prepare for my EPA, and I could access all the information to ensure I did my best,” she continued. “Donna made the learning fun and engaging, which kept me motivated.”
How the Apprenticeship Benefited Jess’s Role at Warwickshire Libraries
Completing the apprenticeship has greatly supported Jess’s confidence and skills in customer service. “It was very beneficial!” Jess exclaimed. “The apprenticeship helped me understand different ways customer service applies in my role and improved my confidence in handling various tasks.” By learning industry-specific terminology, she was able to communicate effectively and professionally with library patrons.
Manager’s Perspective on Hiring an Apprentice
Jess’s manager, Laura, at Warwickshire Libraries saw significant value in bringing an apprentice into the team. When asked why they chose to hire an apprentice, Laura shared: “It provided an opportunity for someone with less experience to join our team and enhanced our existing staff.” Laura noted that the apprenticeship not only brought new energy, creativity, and ideas to the library team but also provided valuable support.
Laura believes that apprenticeships are mutually beneficial, and she is open to progressing more staff through similar schemes if the opportunity arises. “Yes, if available, it was a valuable experience for all,” she stated.
How Apprenticeships Benefit Warwickshire Libraries
From a business perspective, hiring an apprentice has proven worthwhile for Warwickshire Libraries. “It was a beneficial experience for the whole team, supporting both training and development,” Laura explained. “Jess brought fresh energy and creativity to the team and served as an additional member of staff, which was helpful.” The team at Warwickshire Libraries particularly appreciated the contributions of Donna from HOET, who played a key role in making the experience successful. “Donna was always really helpful,” Laura added.
Advice for Aspiring Apprentices
For anyone considering an apprenticeship, Jess’s advice is clear: “Go for it!” She highlighted the dual benefits of learning and gaining hands-on experience simultaneously. “It’s an amazing scheme, and the support from HOET was greatly appreciated,” she said. “You get to gain knowledge and skills directly related to your job while experiencing it in real time.”
Why Choose an Apprenticeship with Heart of England Training?
Jess highly recommends HOET to prospective apprentices. “The team was very supportive, and I learned a lot through the apprenticeship scheme,” she said.
By fostering hands-on skills and delivering workplace-ready training, apprenticeships like the one offered by HOET can be a strong career foundation. Jess’s journey highlights the long-term value of apprenticeships, benefiting both employees and employers in the process.
Want to take the next steps?
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