I didn’t always know what I wanted to do. Initially, I thought I’d be a translator, but after some exploration, I realised that wasn’t for me. I struggled with maths, despite enjoying it, and ultimately didn’t achieve the qualifications I needed for university.
Instead, I pursued a Level 2 Business Apprenticeship at Walsall College, which led me to my first role. I worked in international transport, where my manager saw potential in me. He pushed me to develop my skills, particularly in office work, customer service, and business operations, which set me on the path to where I am today.
After completing my apprenticeship, the business hired me full-time, but after a few months, the company went under. I moved on to work in customer service, managing bug utility repair bookings, and eventually inspecting engineers’ work to ensure customer satisfaction at another company. This gave me hands-on experience in problem-solving, quality control, and customer relations.
An agency later contacted me about a sales administrator role at Staircraft in 2016. That is where my Staircraft journey began. At first, I handled general inquiries and order processing, but over time, I took on regional account management and customer service leadership roles. In 2019, I became a Customer Service Manager for Scotland, and by 2021, I was promoted to Customer Delivery Manager. Last year, I became Regional Sales Office Manager—marking several promotions in my nearly nine years at Staircraft.
When I first became a manager in 2019, I knew the job inside out, but managing people was a different challenge and I wanted to develop my leadership skills, so I made the decision to approach my manager for training.
When the Level 3 First Line Management Apprenticeship became available, I jumped at the opportunity to develop my management and leadership skills. The program helped me understand different learning styles, improve how I train my team, and adapt my leadership approach. One of the biggest takeaways was realising that not everyone learns the same way—some need hands-on experience, I personally learn by doing, but others learn best by watching and listening.
● Tailoring training and learning styles – Everyone is unique and learns differently, and I now adapt my approach when training new team members.
● The importance of feedback – Feedback is a gift. Regular feedback, both from managers and peers, is critical for growth and continuous improvement.
● Building a strong team culture – Managing isn’t just about overseeing tasks; it’s about leading by example, empowering people, and creating a positive team environment.
● Balancing work and study – I quickly learned to structure my time effectively, completing coursework right after webinars to keep momentum.
Completing my apprenticeship has made me a more confident and capable manager. I now feel equipped to lead my team, support their growth, and handle challenges more effectively. It’s also given me insight into areas like project management, that I would like to explore further in the future.
For anyone considering an apprenticeship — go for it. It’s a great opportunity to learn, develop new skills, and gain a qualification while working. The sense of achievement when you complete it, (especially if you earn a distinction like I did!) is something to be really proud of.
I’ve been with Staircraft for nearly nine years, and it’s been incredible to grow with the company. I’ve had the support of great managers, and my team means the world to me.
My apprenticeship has helped me develop in ways I never expected, and I’m excited to see where my journey takes me next.
It’s great to see that apprenticeships are now an official part of the business. They provide a structured way for people to gain skills and progress—something I had to learn on the job when I first started. The challenge today is encouraging people to fully engage with these opportunities and recognise their value.
Similar to when we introduced “Your Voice, Our Future,” I was excited because I believe in the importance of feedback. Improvement comes from listening to the people doing the work. I’ve always had an open-door policy—if someone wants to learn, grow, or share concerns, I’m here to listen.
Looking ahead, I see a mix—some employees will stay and build long-term careers, while others will move on. The business is evolving, and those who embrace change will find success. Success requires working with everyone, giving and getting support, and ensuring all expectations are managed and met.
Managing people is one of the most challenging aspects of my job, but I believe in leading with fairness and logic. The company is changing, and those who grow with it will find success. Looking back, I’m proud of the journey I’ve taken—from an apprentice to where I am today. The opportunities are here—it’s up to each individual to seize them.
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