Katie Lawrence – Customer Service Apprentice

In this case study Katie Lawrence, Customer Service Apprentice at Aldermore Bank, tells us about her experience.

Why did you decide to do an apprenticeship?

I felt an apprenticeship was perfect for me. When I left college I knew, I knew university wasn’t for me. I wanted more independence and to start to earn my own money. If I’m honest, doing an apprenticeship is the best decision I ever made.

What sort of activities do you do in your role?

In my daily role at work my main job is answering the phone, whether the calls are from brokers, applicants or solicitors. I help them with any queries they have on the mortgage application and with taking fees. I have to make sure my notes on cases are clear and updated after each call so the application can progress as quickly as possible.

What have you enjoyed most about your apprenticeship?

What I enjoyed about the Customer Service Apprenticeship is that within some of the tasks that were set, I wasn’t just  learning what I can do in my daily role to improve and learn new techniques and skills. It allowed to look into to Aldermore and what the company was all about and what I can get out of working from them and what they can get out of me. I learnt that Aldermore’s core values are very similar to my own which is why I think I really enjoy working for them and will continue to do so.

How was your training with Damar?

Since completing my training with Damar I have to admit that I wouldn’t of been able to do it without the support and hard work from my trainer – she really was fantastic. She was always on hand to give me any advice on my work, to proofread it for me and to help me with anything I wasn’t sure on.

What do you think your biggest achievement has been as an apprentice?

Personally my biggest achievement is the confidence I have gained since joining Aldermore to where I am now. I am over the moon with the 100% distinction that I got in my apprenticeship. Since finishing my apprenticeship I have taken part in extra things at work other than my daily role, such as speaking in front of peers and managers and this is something I never thought I’d be able to do.

What are your career plans for after your Customer Service Apprenticeship?

I am still not 100% sure which path I would like to go down next. For the time being I am happy in broker support but whilst I am still young and have plenty of time I would like to do some more qualifications such as CEMAP as I know this can open up lots of options for me in the future.

Katie was our second Apprentice of the Month in May. Vic Frost, Katie’s manager, said: 

“It has been a wonderful journey to watch Katie grown and evolve through her apprenticeship and become so confident in the role she is doing today. I’m extremely proud of her and all that she has achieved.  She is a shining example of how successful apprenticeships can be. She has a bright future ahead and I look forward to seeing her go on to great things, utilising the skills she has developed over the last 12 months”