Man of Distinction: College Cleaner Excels Through Call Centre Apprenticeship

College News and Communications
Tuesday, 01 September 2020 11:01

Edited Apprentice story

Carwyn Evans, 30 and from Stourbridge, has recently passed with distinction his Level 2 Apprenticeship in Customer Service with South & City College and has progressed to a Level 3 Apprenticeship in Business Administration.

Having moved to the Birmingham area from Wales back in 2016 in order to be closer to his girlfriend, early in 2017 he started working for the college as a part-time cleaner for a year, before finding out about an opportunity working in the college call-centre under an apprenticeship.

Since starting his apprenticeship, Carwyn spends most of the week working in the college call centre, answering questions about courses, funding and applications, together with directing calls across the college’s many campuses across Birmingham. On a busy day, such as during enrolment in August each year, the call centre can receive over 1,000 calls a day, which get split over the 10 members of staff. One day a week he sits at reception at the Bordesley Green campus, greeting visitors, answering the phone and student queries.

“I really enjoy working for the college.” Carwyn explained “My colleagues are great and I feel really supported on my apprenticeship. I’ve grown as a person since starting and I’m earning whilst I’m learning, gaining real experience. At some point in the future, I’d love to progress to my managers role, which is Customer Experience Manager.”

Hanna Myles, Customer Experience Manager added, “When Carwyn started, he was really shy. As time has gone on, he’s really grown in confidence. He’s a very pleasant and well-rounded person who gets involved and comes up with ideas for improvements. So much so that we have given him a project to lead, which is currently in its early stages. He’s really put the time and effort into his apprenticeship and is fully deserving of his distinction. We are glad to hold on to him for his Level 3.”

When asked what advice he would give his younger self, knowing what he knows now, Carwyn said, “Don’t just think about doing things. Do it! Take action. Do it now.”

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