Faith’s Journey: From Trainee to Qualified Customer Service Professional
Client
PHS Home Solutions
Skills
Apprenticeship/Level 2 Customer Service Practitioner
A year ago, Faith joined PHS Solutions as a Customer Experience Advisor Trainee. To build strong foundations in her new role, she started a Level 2 Customer Service apprenticeship with We Are Zenith, alongside her maths and English qualifications.
The apprenticeship let Faith learn and earn at the same time. Each week she could put what she studied straight into practice with real customers, so her learning built up in a practical way from day one.
Learning on the job
As the apprenticeship went on, Faith’s confidence grew along with her skills. She learned to handle enquiries professionally and to adapt her approach to each customer she spoke to. She also came to understand that a positive customer experience depends on patience and approachability, not just on giving the right answer. Problem-solving and teamwork became a natural part of her working day, and she learned how to stay professional in all kinds of situations.
Her maths and English developed alongside her customer service skills, and she could see the difference in her role. She grew more confident with written communication, spelling and grammar, and more comfortable using numbers at work. Those skills now underpin everything else she does.
Support every step of the way
Throughout her apprenticeship, Faith had dedicated support from her Zenith tutors. They gave her clear guidance and regular feedback, and kept her informed at every stage. Over time they built a professional but friendly relationship, so she felt comfortable asking questions and raising any worries about her maths, English or customer service work. That relationship helped her keep going through to the end.
“I felt comfortable talking to them about anything that was worrying me, knowing that I would be listened to and supported.”
Crossing the finish line
Faith has now passed her Level 2 Customer Service apprenticeship and her maths and English qualifications. After a year in the role, she sees the placement as a real success for her career. It has given her practical experience, recognised qualifications, and a confidence she can carry into both her professional and personal life.
The apprenticeship let Faith learn and earn at the same time. Each week she could put what she studied straight into practice with real customers, so her learning built up in a practical way from day one.
The road ahead
With her apprenticeship complete, Faith is looking to take on more responsibility at PHS Solutions and keep progressing in her career.
“This placement has given me a strong foundation for my future and helped me understand what I want to achieve.”
Would she recommend it?
Faith would definitely recommend an apprenticeship with We Are Zenith. She says she felt well supported throughout, and comfortable asking questions or raising concerns with her trainer. The apprenticeship gave her practical work experience and stronger customer service, maths and English skills, and it helped her grow both professionally and personally.
“I would recommend We Are Zenith to anyone looking to gain qualifications, build confidence, and develop new skills while working towards their future career goals.”
Congratulations, Faith, from everyone at We Are Zenith!
Thinking about an apprenticeship, or about developing your team through one? Get in touch with We Are Zenith to find out how we can help.
