Yale’s Successful Learner Journey Celebrated
Yale College work-based learner, Liam O’Sullivan has made an impressive learning journey as he is promoted to Zone Manager for North Wales with ScottishPower.
Yale College’s work-based learning management student, Liam, 35, started in ScottishPower Call Centre where his positive work attitude was recognised by his line manager Andy Jarvis. Andy put Liam forward for a Team Leader role and an exciting journey to management commenced. Liam gained the benefit of linking up with Yale’s work-based learning team who helped him to find an irresistible training route.
“Don’t ever write yourself off,” advises Liam, “you don’t know what you’re capable of until you try!”
Liam’s achievements span upwards through Level 2 Customer Service to Level 5 Diploma in Management & Leadership and have encompassed a nomination for North West Call Centre Manager of the Year in 2010. Liam was also part of a winning Team for Contact Centre Innovation of the Year Award in the same year.
Liam has completed three apprenticeships whilst being a learner with Yale Training – Foundation Modern Apprenticeship in Customer Service Level 2, Modern Apprenticeship in Customer Service Level 3 and a Higher Modern Apprenticeship in Management Level 4, as well as completing Level 5 Diploma in Management & Leadership.
“A clear path of progression, exceptional tutor support and a brilliant individual learning plan helped me focus on my objectives,” says Liam, even when I had to slow down the pace when our first child was born!”
Confessing the journey to success does not always run smoothly, Liam agreed the birth of his daughter brought extra pressures on his studies. Family values and study time traded with partner Jane, who was a student nurse when the journey began, Liam is quick to emphasise how shared support is crucial for success.
Liam’s success is endorsed by Andy Jarvis from ScottishPower:
“We have worked alongside Yale College for over 10 years now and we have always received delivery of high quality training for our staff in customer service, business and administration, management and team leading. Our employees’ skills and knowledge have been enhanced and productively led to individual development that benefits the whole organisation. Indeed many have secured management positions as a result of the work we do with Yale College. Liam is an excellent example of this.
Employees are encouraged to develop their skills through the learning material and then practically demonstrate it in the live environment, using this to build up their knowledge and experience which combined with enthusiasm, commitment and ambition, inevitably leads to promotion.
Well done Liam and well done Yale College.
Andy Jarvis Senior Operational Manager, Energy Retail Division
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These programmes are part financed by the European Social Fund through the Welsh Government
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