Taylor Walker from Middlesbrough has secured a well-earned promotion with his employer Virgin Media following the successful completion of his apprenticeship.
Taylor joined Virgin Media as a customer service apprentice in January 2019, having explored a number of different options after leaving school.
Working in the company’s Stockton-on-Tees contact centre he provided support to customers over the phone and online, developing important interpersonal and communication skills, as well as an in-depth understanding of the company’s products and services.
Taylor particularly enjoyed helping colleagues and providing support to other departments in Belfast and Teesside. He soon realised that this his strengths lay in supporting and coaching others, so was delighted when a role as a performance coach became available towards the end of his apprenticeship and decided to apply.
Taylor not only achieved a distinction in his apprenticeship; he was also successful in securing the promotion he had applied for. He now helps colleagues in the inbound and outbound customer retention teams and movers teams to improve their performance and achieve their monthly targets.
Taylor is grateful to his apprenticeship development coach Jo Pritchard, who not only supported him throughout the apprenticeship programme, but helped him with his job application and interview preparation for the performance coach role as well.
Taylor said: “During my time on the apprenticeship Jo was always there to support me to complete the tasks at hand. She always ensured I was engaged and enjoying my time on programme. She helped me to develop within my role, and supported me when I was offered opportunities to work with other agents and teams within the business.
“This gave me the confidence to apply for the performance coach role, and Jo’s advice and support during the application and interview preparation process ultimately enabled me to be successful. I’m really looking forward to the future now and seeing what it holds.’
Melanie Rowbotham is Taylor’s Operations Manager at Virgin Media Teesside and is delighted at the progress he’s made since joining Virgin Media almost 2 years ago. She said:
“During his time with the company Taylor has developed a really good understanding of the importance of customer service excellence. He is now able to apply his learning from the apprenticeship programme to help others to improve their performance, supporting our organisational objectives.
“Apprenticeships are a great way to nurture and retain homegrown talent, and Taylor’s promotion shows that investing in early careers can have benefits for both the individual and the business. It’s an exciting start to his career journey.”
Apprenticeships are a great way to kick start your career, helping you to go further, faster. Find out more here.