I began my journey at Protocol with prior experience in customer service as a travel agent. I initially took on the role as company receptionist while also supporting the recruitment team.
Throughout the course, I developed greater confidence and significantly strengthened my skills, particularly in understanding the business and engaging with both customers and learners. My communication skills progressed from good to excellent, enabling me to ensure that the service we provided were consistently of the highest standard.
As the first point of contact at Protocol, I played a vital role in representing the company professionally and warmly. With the support of my tutor and the management team, I refined and expanded my knowledge of the business operations, customer service, and the inner workings of an apprenticeship provider. This experience equipped me with a solid foundation of practical skills and deeper understanding of the organisation and the sector of operation.
Over time, my role at Protocol evolved into a support position, working closely with tutors, learners and our own apprentices. To strengthen my ability to assist them effectively, I completed a Mental Health awareness course, followed by both beginner and advanced mentoring courses.
These courses deepened my understanding of how mental health can impact learning and equipped me with the skills to identify challenges, provide appropriate support, and guide individuals through their unique learner journeys. I gained valuable tools to manage conflict, find effective resolutions, and create personalised support and achievement plans.
On a personal level, the training enhanced my self-awareness and gave me strategies for managing my own mental wellbeing, as well as supporting those around me. I was able to apply mentoring tools directly to my role, implementing structures action plans and working collaboratively with learners and their support networks to help them achieve positive and lasting outcomes.
The skills I gained from these courses are not only essential to the role but are also transferable to any future opportunities and everyday life. I believe that awareness around mental health and mentoring is vital, not just in education and the work place, but in society as a whole.
My Role further evolved into a Tutor support position, during which I completed the Level 3 Learning and Development Practitioner apprenticeship. This course was both challenging and rewarding, offering deep insight into the responsibilities of a tutor- from curriculum planning and lesson planning to assessment strategies and learner support.
Through this training, I further advanced my communication skills and personal development, working closely with senior management and learning best practices and standards required for delivering high quality qualifications. Being part of the tutoring team and supporting learners to achieve their goals – and watching them progress onto the next stages of their chosen career paths has been one of my proudest achievements to date.
The skills and experiences I have gained during my time at Protocol have now led to me progress into a Customer Service Managerial role. In this position, I lead my own team and continue to uphold the high standards Protocol has instilled in me, ensuring excellence in service and support at every level.
Age: 45
Employer: Protocol Consultancy Services
Job Role: Customer Service and Integration Manager
Qualifications:
• Customer service level 3 Apprenticeship
• FS ICT level 2
• Level 2 Mental Health Awareness
• Introduction to mentoring / Advanced mentoring
• Learning and Development Practitioner level 3
Don’t stop now! Keep reading to explore more learner case studies where they detail what they experienced during their training programme, how it benefitted them, and what the future has in store.
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