Michael joined our Wolverhampton Returneeship as he wanted to improve his customer service and interview skills to help increase his chances of getting employment. The team building project really helped Michael improve his confidence, which assisted him with getting two job offers. Following the course Michael accepted a role at the Commonwealth Games in Birmingham 2022. Read Michael’s whole journey below!
What were you doing before you started the programme?
Recent employment was in customer service with Jardine Motors who specialise in high performance cars. I was a first point of contact for customers when making bookings, arranging a service, or dealing with recalls. I was unemployed before joining the course.
How did you find out about the training?
Through my Work Coach at the time, Mark at Molineux House Jobcentre. He encouraged me to consider doing the course.
Why did you decide to join?
I thought it would me help to brush up on my customer service skills and do something that would increase my chances of getting employment afterwards.
What did you think of the training?
How did it help you? The first couple of days were a real surprise for me, I wasn’t expecting such a good icebreaker. Previously I had studied journalism and film production, and this continues to be a real area of interest for me. I took the role of a video editor and enjoyed it, particularly as I had some experience of doing this already. The course itself was more what I expected when I enrolled. I had some good help with interview skills and techniques from my tutor Humeira, which was also very beneficial.
Were there any barriers or obstacles you had to overcome?
I was getting through to interviews but wasn’t getting over the line. I needed some help with this. It was kind of costing me.
What are you doing now?
I received two job offers recently, one with DPD Parcel Delivery and the other with the Gi Group/Grafton recruitment for the Birmingham 2022 Commonwealth Games. The DPD job was longer term, but I chose the CWG offer of employment as I thought it was more distinctive, a once in a lifetime opportunity and a chance I might not get again. I’m hoping it will look more attractive to employers I apply to after the games finish.
This week I’ve been trained on Zendesk. It’s a versatile contact system, that allows you to use social media, live chat, and handle inbound and outbound calls, all in one place. My role is as a Customer Service Agent and lasts for the duration of the games. I’m based at Brindleyplace in Birmingham, which is home to the games. I have been issued with a Chromebook to use to interact with customers. This week I have also helped volunteers to understand how to access their uniforms for the games.
What impact has the training had on your life?
The support I received with interview skills and techniques was good for me. It’s also helped with ideas for the journalism business I would eventually like to set up.
What are your plans for the future?
I’m hoping that by working for the Commonwealth Games I will look more attractive to prospective employers. I will have had experience supporting customers with online shopping, the high-end car market and the games, showing I can adapt to working and pressure in a range of different environments. I feel like I am gaining knowledge and experience all the time.
Longer term, I have an aspiration to establish my own journalism business.
What would you say to someone who was thinking about doing the training but wasn’t sure?
100% go for it! For me the element of surprise with the team activity was worth it alone. Sometimes icebreakers on courses can be something of a cliché, but this was completely out of the box!