Over the next couple of years, I grew in confidence, and improved the service I provide to our valued customers. I moved into 2 new teams - firstly the call and email team, and now multitasking and loving it. 

I helped other new starters with tips and advice I have picked up, sharing best practice and getting more efficient and productive. I was asked to join the retentions team, who handle cancellations and try to retain the sales. 

I was then asked to join the new live chat team - this was a game changer. Live chat is so much easier than live calls, although you cannot build the same rapport with customers - live chat is a more efficient and speedier way for customers and stores to contact us with their queries. Again, the confidence in my own ability grew. I now had several roles under my belt: calls, emails, customer chat, store chat and retentions. I was also helping with floor-walking and sharing best practice in team buzz meetings.

I saw an internal advert for the Customer Service Level 3 Apprenticeship and jumped at the chance to apply. I believe I have a good customer service skill set, but there is more to the role that I wanted to discover and put into practice, to improve my skills and career prospects.

After an interview, I was accepted on the Apprenticeship. Along with the Apprenticeship, I have also to complete my English and Math Level 2 qualifications, as I did not do well in these at high school. I passed my English Level 2 in May, and I am booking my Maths Level 2 in August.

I met with my apprenticeship tutor, Lynn from Learning Curve Group, along with Jane, my Maths and English Tutor. We are of a similar age, so it was really easy to build a good relationship with them, and we are very similar in our approach to work, assignments and personal lives.

I started the apprenticeship in August 2024 and to say I have embraced it, is a bit of an understatement. I have gained so much confidence in myself, a complete understanding of the business from all directions and how so many other parts of the business depend on Customer Service in resolving customer issues, retaining customers, building relationships and offering great advice and support to our customers and the different departments within the business. We are the heart of Bensons for Beds and our actions and service in resolving customer issues effectively and with mutual benefit to the business, in ensuring our customer get the best service we can provide. Learning about the internal factors that influence the business and providing a wider picture of the different departments roles within the business have helped me gain a better understanding of my own role, it has improved my service, my performance and productivity, I am achieving more consistent first call resolutions for customers, helping new starters 'bed in' their new roles, I have enjoyed learning all about the wider business and how we impact each other in the roles we work.

The confidence and knowledge I have gained so far has encouraged me to join the Sleep Council, I am now a member of the Regional Council who meet with the Executive team to identify and resolve issues within the business, to improve our service across all departments. This additional role is great for my end project with the apprenticeship, as I will be looking to create new improvements to the business from start to finish.

I am proud to be in the Bensons family and excited about the career prospects the apprenticeship will lead to.