After working as a Care Assistant for three years, Philicia decided that she wanted to become a nurse, but found it was a challenging environment to work in. After speaking to her Work Coach and finding out about the course, Philicia decided to join our Returneeship Programme to help upskill and become more knowledgeable in the hopes of opening different avenues of employment to pursue. Since completing the course Philicia has decided to move on to do an apprenticeship with the DWP, and we wish her the best of luck!

What were you doing before you started the programme?
I studied to be a Teaching Assistant but couldn’t get a job. I then took a L2 Health and Social Care course as I was interested in becoming a nurse. I worked as a Care Assistant for three years, then as a support worker in a mental health setting. This was a challenging environment to work in, and my experience resulted in me wanting to look for a different career. I was unemployed in the run up to starting the Civil Service course.

How did you find out about the training?
My Work Coach told me about the course and advised it would help in moving on. George from Release Potential gave me some more information about the course as well.

Why did you decide to join?
I wanted to upskill, improve my knowledge, explore options that were available and different avenues of employment I could pursue.

What did you think of the training? How did it help you?
The Civil Service course was really good. The tutor, Nicola was fantastic. All of the team really helped. It was quite intense but was a good experience.
The Returneeship was an exciting course, innovative and fun. It opened my eyes and I saw what both my strengths and weaknesses were. I felt part of one big team, I looked forward to it everyday. I took part in the omelette challenge but I didn’t win! Owen helped me understand how to use a computer better. The support with CV writing and interview techniques also helped me.

Were there any barriers or obstacles you had to overcome?
I needed to build my confidence. I wasn’t sure why I wasn’t getting jobs before. The interview practice was important for me.

What are you doing now?
I’m employed as a Customer Service Assistant with DWP at Pedmore House, Dudley. It’s a contact centre environment. I handle calls from DWP customers and respond to queries and questions about a range of issues. I love my job. The staff are magnificent. They are helpful, supportive and it feels like a big family.

What impact has the training had on your life?
It’s helped me develop my computer skills, both at home and at work. I have a wider knowledge of what customer service is – it’s deeper than you think! The support with behavioural statements as part of the application process helped me to get the job. I could understand better what the employer was looking for.

What are your plans for the future?
I’m taking things day by day. I’m focussed on improving all the time and taking any opportunities offered to me. I’m going to start a L3 Customer Service Apprenticeship soon through my role at DWP.

What would you say to someone who was thinking about doing the training but wasn’t sure?
Do it. The staff on the courses make you feel comfortable. There’s loads of things to experience – it’s an eye opener. I believe you should take the opportunities you get.