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My Steven Eagell Apprenticeship: Ellie, Customer Service Apprentice

My Steven Eagell Apprenticeship:

Ellie, Customer Service Apprentice

We are excited to be supporting National Apprenticeship Week 2024, an initiative that aims to shine a light on the positive impact that apprenticeships make to individuals, businesses and the wider economy.  

Throughout National Apprenticeship Week, we are sharing a different Q&A with a current or former Steven Eagell Group apprentice on our blog and social media, showcasing the many benefits apprenticeships offer employers and individuals. Each success story will feature participants sharing insights into their experience of completing an apprenticeship. 

Today we’re talking to Ellie Marshall. Ellie started a Customer Service Apprenticeship in September 2021, which she completed in December 2022. Since then, Ellie has been working as an Accident Repair Coordinator based at our Milton Keynes head office. 


Why did you apply for an apprenticeship at Steven Eagell Group? 

I applied for an apprenticeship with Steven Eagell Group as I noticed that the company had a lot of really positive employee reviews. I was keen to join a business that offered good progression opportunities where there would be a choice of pathways I could take once completing my apprenticeship. 

How did you find your apprenticeship and what did the interview process involve? 

My apprenticeship was advertised on the Milton Keynes College website. Once deciding to go ahead, I had a face-to-face interview with my line manager before being offered the position.

What does a typical day look like for you? What are your day-to-day duties? 

I have a number of day-to-day tasks that I typically complete. I usually begin my day by checking my emails so I can prioritise which tasks need to be completed first. I pre-call all of my customers one day prior to their booking with us to confirm their details. I also liaise between the customer and the Bodyshop to arrange bookings for repairs. Additionally, I take payments for repairs and arrange the return of customers’ vehicles once repairs have been completed, as well as answering a range of emails and inbound calls. 

How often did you attend college as part of your apprenticeship? 

During my apprenticeship, I attended college once each month. I also had regular meetings on Zoom, including one-to-ones with my tutor and video calls with my entire class. 

Are you able to put the things you learn at college into practice at work? 

Yes, particularly when it comes to remaining professional and providing excellent customer service while dealing with challenging enquiries. I also learnt how to adapt my communication skills to meet the needs of the customers I speak to. For example, when speaking to elderly customers on the phone I take them through the repairs process slowly and clearly, ensuring they are fully aware of the process. I regularly put the communication skills I developed at college into practice while at work.

What did you enjoy most about your apprenticeship? 

I really enjoy working in an office environment surrounded by supportive colleagues. 

What skills did you develop during your apprenticeship? Do you think these skills will help you achieve your future career goals? 

Thanks to my apprenticeship, I am now confident talking to customers over the phone and helping with their enquiries. I have also found that working in an office environment has enabled me to enhance my IT skills.  

My apprenticeship will support my future career goals as it has helped me gain confidence, both as an individual and in an office environment. These skills are transferrable to different roles and will be extremely useful for me as I progress with my career. 

What kind of support/training do you receive at work? 

I have a monthly one-to-one with my line manager to discuss my progress. These meetings provide an opportunity for me to raise any queries or concerns I have, as well as receiving assistance with anything I need support with. 

Would you recommend an apprenticeship? If so, why?

I would definitely recommend an apprenticeship as you get experience working in an office environment while gaining a qualification. Apprenticeships also help to improve your employability.

To view all of our current vacancies at Steven Eagell Group, including apprenticeship positions, please visit our careers page here.

Keep an eye on our blog and social media channels this week to read more Q&As with current and former apprentices gaining hands-on experience across our business, as part of our support for National Apprenticeship Week 2024.