Louise is one of Serco’s Chartered Manager Degree Apprentices, working at Phoenix House contact centre in Kirby which delivers Customer Services on behalf of Department of Work and Pensions Contracts. The busy team can deal with in excess of 25K calls a week.
Louise is an advocate of ongoing self-development and the development of her team. Apprenticeships at Serco have offered Louise a valuable opportunity to gain a higher level qualification which she has grabbed with both hands as well as encouraging her team members to take advantage of the fantastic opportunity a Serco Apprenticeship can offer.
Louise said “I was bored at school, so staying on to sixth form and going to university did not interest me. At 17, following a short spell on a Youth Training Scheme course, I joined BT. After 22 years in various roles, I took voluntary redundancy and then joined Serco.
“Job-hunting in between roles was an eye-opener, yes I had the experience, but I didn’t have the any management qualifications. Thus began my passion for self-development and developing others. Over the years I took a number of NVQs. I wanted to do an Open University Degree but, with two teenagers ready to go to University themselves, the time and money were never available to seriously consider it.
“In 2016, I learned about the upcoming Apprenticeship Levy. I couldn’t wait to sign up for a Charted Manager Degree Apprenticeship. So, having just turned 50, I am in my first year of a course that would have cost £27,000 to fund myself. On completion, I will obtain a degree along with a Level 5 qualification and hopefully Charted Manager accreditation. The process was straightforward, I’m in a supportive cohort and I’m loving developing my skills.
“One of the main benefits of becoming an apprentice is being able to pay it forward. I lead a team of eight line managers of various ages and experience, and in the last quarter one has signed up to the Level 3 Front Line Manager Apprenticeship and another is now half way through the Level 5 Operational Manager Apprenticeship - Serco wants to be the best-managed company in its sector, and apprenticeships are a stepping stone to that. Yes, it’s hard work, but it’s so worth it!”
To find out more about taking up an apprenticeship alongside your day job at Serco please get in touch.