CASE Study - Modern Apprenticeships

Fiona Anderson, Customer Service Manager

At the age of 24, Fiona Anderson is a more mature Modern Apprentice, but still finds the programme has enhanced her career prospects. She works as a Customer Services Advisor for Manpower, but for the last five years has been on assignment to the BT Cellnet Call Centre in Thurso. She and her colleagues deal with customers from all over the UK, who ring in with a wide range of queries.

"I left school with seven Standard Grades, and went straight on to do a national certificate in Business Administration. However, I found that further conventional learning really didn’t suit me, and when I saw a job at Manpower advertised in the local paper, I decided to apply. I didn’t really have the computing qualifications necessary for the job, but Manpower obviously felt I had potential, and assigned me to BT Cellnet in my current role!"

"The work I do involves a fair amount of training, but critically, it is more to do with developing your own personality and people skills. This aspect really suits me – I love feeling that I have been able to help solve a problem. Of course we sometimes have unpleasant experiences with irate customers but my training has enabled me to understand the reasons behind why people behave as they do, and solve the problem to their satisfaction."

"BT Cellnet covers all aspects of Customer Services training – they have seen the benefits at head office and therefore decided to implement it. I am now a Modern Apprentice doing an SVQ Level 3, while working and earning a wage in an environment I enjoy. My training in Customer Services will allow me to pursue my career in other industries such as retail or tourism, but for now, I’m happy where I am, and the training means I get better at my job.

Gordon Gunn, Meat Production Worker

Gordon Gunn works behind the scenes at a small meat production company which supplies local firms and individuals. The 22 year old feels he has found his niche after a shaky start to his career. "I left school with two Standard Grades, and luckily found an immediate opening with a local company as a production line worker. After working there for 18 months, realised that I wanted to further my career prospects, so two years ago I moved to my current employer, Castletown Meat Company."

"My line of work is very basic, but I feel it is still important for employees involved in all types of production work to be treated with respect. Although I didn’t have much in the way of qualifications, my senior colleagues, Willie Alexander and James Mackay were very supportive. They encouraged me to go for formal qualifications in butchery. Through Modern Apprenticeships, I am now on an SVQ Level 3 in Meat Processing with Food Training Services. There are critical Health and Safety issues involved in food production, particularly in our area, where we are dealing with meat processing. I keep log books and notes on my practical work, and having experienced people like James and Willie to work with helps me pick skills up quickly. "We process pigs, lambs and cattle, and although some people may feel squeamish about what I do, it has never bothered me. I provide an essential service, and customers are always happy to cook and eat the final product!"

"I am not someone with huge ambitions – I like living and working in the far north of Scotland, and I have a partner and baby daughter so being able to earn while gaining qualifications is great. I want stability and employability in my future career and my Modern Apprenticeship is helping me achieve that goal."

Laura Mackay, Administration Assistant 

Laura Mackay left school with a good range of qualifications – 9 Standard Grades and 4 Highers – and would normally have been on the fast track to University away from her home town of Melness. "Although my academic skills made me a candidate for tertiary education, I felt that personally I wasn’t ready for this major step. I love living in this area, and many of my hobbies such as hillwalking and skiing, are to do with enjoying the countryside. I felt I had more growing up to do before I was ready to head out into the wider world!"

18 year old Laura had a very supportive careers adviser, who put in a lot of effort to help her find a role that ould provide her with an interesting job and a good career path. "My careers adviser spotted my current job as Administration Assistant at HIE Caithness and Sutherland when it was advertised, and explained Modern Apprenticeships to me. I was lucky enough to be successful in my application, and being a Modern Apprentice means I am training while working, and earning a wage at the same time."

"I am working towards my Level 3 Modern Apprenticeship in Administration and I am able to put what I learn on paper into immediate practice at work. It helps me pick up a range of skills much more quickly. A typical day may consist of working on reception during the morning, preparing payment releases for invoices, ordering supplies, and backing up our systems. Being in reception has greatly increased my confidence in dealing with a wide range of people."

"My Modern Apprenticeship role has enabled me to stay in an area I love, with people who matter to me, yet has also started me on the path to future career success."

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