Eloise Ward, 23, started her Customer Service apprenticeship at ILG, one of the UK’s leading fulfilment and delivery experts, nearly four years ago and has been discussing her development at the organisation, having progressed to the role of Customer Service Executive.

Going back to the start, Eloise explained “I studied childcare at college for two years and then I worked as a Teaching Assistant for a year. It was when that job was no longer available that I decided it was time for a career change and a family member recommended the apprenticeship with ILG to me. I’m so happy with my choice, it was the perfect place at the perfect time for me and now wherever I progress in the future, I’ve got that crucial knowledge in customer service behind me.”

Since completing the apprenticeship, Eloise has continued to enjoy working at ILG: “I’ve carried on building up my accounts; I work with some big cosmetics companies and my day-to-day responsibilities involve speaking directly to my clients and helping with their e-commerce needs. I try and keep everything running smoothly!”

Eloise also explained how she balanced her work responsibilities with her coursework: “Every week I had around four hours dedicated specifically to the apprenticeship, which worked well as I could focus and get my head down without getting distracted by other commitments. The support I had from Jo, my Delivery Coach, was so valuable. Lockdown hit in the middle of my apprenticeship, but even changing everything to Teams wasn’t a problem.”

“I learned so much on the apprenticeship and so much of it directly impacted on how I approached my role. For example, one thing that I remember is that you should avoid using ‘unfortunately’ when delivering bad news to a customer over email. It’s such a small thing but it has stayed with me!”

Eloise is naturally ambitious and was quick to discuss the goals she wants to achieve as she continues to progress: “One day, I would like to have my own beauty business. The Customer Service apprenticeship has helped with outlining that ambition, as communication is so important when running your own business. Working at ILG has given me the experience and confidence to want to pursue that ambition in the future.”

ILG are looking to recruit a new apprentice in the same role as Eloise, which is a testament to the success that she has gone on to have at the company. Eloise’s manager and Head of Client Services at ILG, Sam Taylor, said the following: “Having Eloise complete the Customer Service Apprenticeship has been excellent. The way it has helped her come out of her shell and develop both her confidence, communication and problem-solving thought processes has been brilliant.  It has been a pleasure to see Eloise progress.’

In terms of advice she would give to anyone following in her footsteps, Eloise said: “I would say to make sure you persevere whenever it may seem like too much, as it is so worth it in the end. It boosts your confidence, both within yourself and when speaking to customers.”

You can find out more about the apprenticeship Eloise completed here.