Clarity Business Travel has built its reputation by making business travel, meetings and events seamless – anchoring every interaction in exceptional customer service. Delivering that level of excellence demands more than strong processes. It requires sustained investment in people, their growth and their potential. For Clarity, this commitment is fulfilled through a long‑standing partnership with Damar Training, a collaboration that has transformed not only individual careers but supported the organisation’s culture.
The challenge: Competitive recruitment
The business travel industry operates in a fast-paced environment where customer expectations are constantly evolving. For Clarity, it’s hugely important to maintain their industry reputation for exceptional customer service.
Recruitment in the travel sector remains highly competitive, with demand for candidates who combine strong technical capability with exceptional interpersonal skills. Clarity recognised that building a sustainable, high‑performing team meant investing in talent from within – nurturing potential, developing capability, creating clear development pathways and supporting non‑linear, “squiggly” career journeys that open up new opportunities for progression.
Clarity is committed to attracting fresh talent into the business travel industry – investing in early‑career professionals with high‑quality training, clear development pathways and the foundations they need to build long and successful careers within the business.
The solution: Creating a talent pipeline
Since 2014, Clarity has partnered with Damar Training to build a comprehensive approach to workforce development. This long-term relationship has enabled Clarity to address both their immediate recruitment needs and their longer-term ambitions for team development and succession planning.
The partnership has encompassed a wide range of apprenticeship programmes, including travel, customer service, business administration, team leader, operations manager and accounting qualifications. This breadth reflects Clarity’s commitment to supporting development at every level of the organisation – from new entrants building foundational skills to continuous upskilling of existing workforce and supporting experienced professionals stepping into leadership roles.
What makes the partnership particularly effective is its flexibility and responsiveness. Damar Training has worked closely with Clarity to understand their specific business needs, the unique pressures of the travel industry and the individual circumstances of each apprentice.
Success stories
Abby Jones: From reserved executive to transformational leader
When Abby Jones first joined Clarity as a customer service executive, she was competent and reliable, but she preferred to work quietly in the background. The idea of visibility, of being noticed or taking on additional responsibility, was something she actively avoided.
The apprenticeship programme became the catalyst for a remarkable transformation. As Abby progressed through her team leader qualification, she began to demonstrate her leadership potential and successfully qualified with a distinction.
Clarity promoted Abby to customer service manager. She was managing former peers, navigating the complex dynamics that come with that transition, and facing a challenge that would test even the most experienced leader – merging two customer service teams comprising six staff members, each operating with different systems and conflicting service level agreements.
Abby rose to the challenge with remarkable resilience. She worked methodically to understand both systems, to identify the conflicts and inefficiencies, and to bring the teams together around a unified approach.
Clarity’s Chief Operating Officer, Steve Riley, observed the change: “The perception of the customer service team has been transformed. They’re no longer seen as just a reactive complaints function – they’re recognised as a strategic driver of service excellence.”
Isabel Boyer: Building confidence through contribution
As a business administration apprentice, Isabel joined Clarity with enthusiasm but limited confidence in her own abilities. She was capable and hardworking, but initially hesitant to share ideas or step outside her defined role.
The apprenticeship provided Isabel with a framework for growth – both personally and professionally. As she developed her skills and knowledge, her confidence grew. She began to push outside her comfort zone, contributing ideas in team meetings, supporting colleagues with their challenges, taking on additional responsibilities and identifying opportunities for improvement.
Isabel’s impact became particularly evident during a critical system migration. Rather than simply adapting to the new system herself, Isabel took the initiative to create comprehensive cheat sheets and guides for her colleagues. She provided hands-on support, patiently walking team members through unfamiliar processes and troubleshooting problems as they arose. Her contribution was instrumental in ensuring a smooth transition with minimal disruption to customer service.
The impact: Organisational transformation
At a business level, the customer service function, which was once perceived as a reactive, problem-solving department is now recognised as a strategic asset – a team that drives service excellence, identifies improvement opportunities and contributes to the company’s competitive advantage.
Process improvements initiated by apprentices like Isabel have increased efficiency and reduced errors. The successful system migration, supported by Isabel’s proactive approach, was completed with minimal disruption. Team efficiency has improved as individuals have developed stronger skills and greater confidence in their roles.
At the individual level, the impact is equally significant. Apprentices have developed not just technical skills but the confidence to apply them. They’ve built resilience, learning to navigate challenges and setbacks without losing momentum. They’ve adopted a more proactive approach, moving from simply completing tasks to identifying opportunities and taking initiative.
The apprenticeships have created a culture where development is valued, where potential is recognised and nurtured, and where people are encouraged to grow beyond their current roles.
Looking forward
For Clarity, apprenticeships represent more than a training programme. They demonstrate the company’s commitment to investing in their people, to building capability from within and to creating an environment where individuals can reach their full potential through the company culture and the values: ‘We Listen. We Adapt. We Deliver.’
As the business continues to grow and the travel industry continues to evolve, this commitment to development will remain central to Clarity’s approach. The partnership with Damar Training has proven that with the right support, people can achieve extraordinary things – and that investing in people isn’t just good for individuals, it’s good for business.
Key takeaways
✓ Long-term partnerships deliver sustainable results: Over ten years of collaboration with Damar Training has enabled Clarity to build a comprehensive approach to workforce development.
✓ Apprenticeships unlock hidden potential: Structured learning combined with practical application can transform individuals into confident individuals or leaders.
✓ Development drives business transformation: Investment in people can transform teams, improve processes and elevate customer service.
✓ Flexibility and support enable success: Balancing apprenticeship learning with demanding day-to-day responsibilities requires tailored support and understanding of individual circumstances.
✓ Confidence grows through contribution: When apprentices are encouraged to share ideas, support colleagues and take initiative, their confidence and capability grow.