A Day in the Life of a Modern Apprentice

My name is Emily Meldrum, I am 20 years old and I started work with CARF in August 2021 as a Modern Apprentice in Customer Service.

I loved the idea of being a modern apprentice as it meant working while learning. I left school in 2019 and went on to gain a qualification at college in Social Sciences, but I knew I would be well suited to an apprenticeship where I get to have physical workplace commitments and experience while gaining a qualification.

Over the course of my 18 month apprenticeship I will spend time with the different teams within the organisation. So far, I have spent time in the Frontline team and the Financial Inclusion team.

When I first started my knowledge on the areas of advice we give was very little, but over the last 7 months I have had training and practical experience, gaining life skills as well.

My day to day tasks always vary depending on different deadlines however typically I attend the main office. When I first started the freedom to work from head office was restricted due to Coronavirus restrictions. This meant I worked from home most days, however we now have a hybrid model of home and office working. It is now possible to book a desk at head office more regularly which I find myself doing so I can see colleagues face to face including Aedan, the other Modern Apprentice who joined on the same day I did.

A typical Monday means arriving at the office, sanitising the desk and setting up my laptop. I check my calendar to see what I have scheduled for that day; sometimes I have meetings or time set aside for my daily tasks. I then check my emails for any important updates or changes to duties. My tasks include completing my SVQ unit write up’s towards my qualification or team specific tasks.

At the moment I am completing survey feedback calls to clients that have used the Carers Income Maximisation teams' services in the last year to gather customer feedback and statistics.

In the afternoon, I am usually scheduled to assist answering the general advice helpline. This means I am the first person a client speaks to when they phone CARF, so I complete a triage assessment with the client and record information about their query. Triage was daunting at first but I have quickly learnt my way around the telephone operating system and our case recording management system. I always know I have an experienced Duty Adviser to call should I need any help or where a client has an emergency situation. It is rewarding when I am able to help a client there and then or provide information or guidance.

CARF has definitely allowed me to develop new skills and I while I still have lots to learn, I have found a new confidence in taking phone call queries, participating in video calls, gathering the correct information and following procedures.

My goal would be to continue developing my skills and make the most of any opportunity I am offered, and of course gain my qualification in customer service.