Jolie originally discovered the course through her Work Coach who thought it would suit her given her previous work and experience. After talking to a member of the Release Potential team, Jolie decided that the course was something she’d like to do as it could help her find work in a position she was already aiming to find. During her time on the course, Jolie was able to develop and understand the skills needed to work in a customer service role, and has since gone on to find employment in a full-time position as a Customer Service Representative. We are delighted with Jolie’s progress and wish her all the best!

What were you doing before you started the programme?
Before starting the course with Release Potential, I was looking for employment. My previous work had been within the hospitality sector generally, including working in a café and a hotel. Following completion of my BA (Honours) Degree in Business Enterprise at University College Birmingham in 2014, I took part in some administration work experience with DWP, and voluntary work with Citizens Advice. I also had some family issues to manage which included needing to care for my father.

How did you find out about the training?
I found out about the course through my Work Coach, Elise, who encouraged me to take part. She thought with my previous work and voluntary experience the course was something that would suit me. I had a discussion with an adviser from Release Potential and felt it was something I would like to do.

Why did you decide to join?
I thought completing the course would help me to find a customer service-oriented role which was the type of employment I was looking for.

What did you think of the training? How did it help you?
The training helped to develop my knowledge of customer service and give me a clear focus for what I wanted to do. It helped me to understand the skills needed to work in customer service and why they are important. It also gave me renewed confidence. The job application skills, CV writing and mock interviews helped to prepare me thoroughly for the recruitment process. The job I have gone on to achieve is a home working role, so learning remotely was good preparation for what was to follow.

Were there any barriers or obstacles you had to overcome?
My main focus was to secure suitable employment after not having had a paid job for some time.

What are you doing now?
I have secured full time, permanent employment with an organisation called Sigma Connected, an outsourcing company. Ultimately the work is as a Customer Service Representative with Eon. I’ll be handling inbound and outbound calls, helping people with their electric utility services.

What impact has the training had on your life?
I have always been anxious when attending interviews. I’m not really an outgoing person, but the course helped me to challenge my anxieties, encourage me to speak up more and increase my confidence.

What are your plans for the future?
I’m taking it one step at a time, but I’m going to give my new job a good go and see how it goes.

What would you say to someone who was thinking about doing the training but wasn’t sure?
I would encourage anyone to do the course. You are never too old to learn! Whenever there is an opportunity to develop, I think you should take it. I appreciated the follow up process and support that followed the course. Release Potential kept in contact afterwards, offering help, guidance and sharing vacancies that were of interest to me.