Today for National Apprenticeship Week, we’re highlighting the vital role of our apprentices in delivering exceptional customer service.
In the last decade, we’ve supported over 200 young people in launching their careers through our apprenticeship programme. Of these, many have gone on to secure customer-facing roles with us across departments including communities, contact centre, maintenance and sales.
One recent success story is Caitlin Reynolds, who joined us as an 18-year-old Customer Insight Apprentice in September 2023. After just 12 months, Caitlin’s hard work and growing customer service skills helped her secure a permanent position as a Sales & Leasehold Assistant with Livv Homes, our home sales division.
While in her new role, Caitlin is also studying for her Level 2 Chartered Institute of Housing qualification in Housing and Property Management, further expanding her knowledge of the sector.
Caitlin shared: “During my apprenticeship, I received training and support while working in the contact centre and with our community-based teams, which really helped boost my confidence when speaking to our customers. It taught me how to approach them with empathy and understanding. Whether I was offering advice or finding solutions, I loved the sense of helping others.
“When I got the job in the Sales Team, I was excited to use my skills in a new way. Now, I’m supporting customers on their home ownership journey, and it’s rewarding to have a positive impact on their experience. I really enjoy working at Livv, and I’m grateful for the skills and knowledge I gained during my apprenticeship which I’ll take forward with me in my career.”
Our apprenticeship programme also offers valuable training in trades. Finlay Gray, who started his apprenticeship at 18 in September 2021, recently completed his Gas Engineering Operative Level 3 NVQ and has since secured a permanent position with us as a Gas Engineer.
Finlay explained: “Every home should be warm and safe for our customers, so being a Gas Engineer is a truly fulfilling job. I enjoy visiting customers, whether for a check-in or a repair, and take pride in being friendly and doing a great job for them. The hands-on experience and real-life skills I gained over the course of my apprenticeship was invaluable, and I’m proud to have secured a full-time job here. It’s a great place to work.”
Our apprenticeship programme, ringfenced for young people aged 16-24 living in the Knowsley borough, continues to play a key role in developing a skilled workforce that delivers exceptional customer experiences.
National Apprenticeship Week is the perfect opportunity to celebrate our apprentices’ achievements. Our customers are our priority and by investing in training and development, we’re preparing our next generation of housing professionals to meet their needs and provide outstanding service. We also get to learn from our apprentices too and work together on new and exciting ways to help our communities to thrive.
“As a business, we’re committed to ensuring that 5% of our workforce is made up of apprentices and creating more opportunities for young people in our community. We’re incredibly proud of our apprentices, and stories like Caitlin and Finlay’s show how our programme is helping young people build lasting careers and gain skills for life.