Amber’s Apprenticeship Journey: Building Confidence Through Serving Customers
Amber Spellman has successfully completed her Supported Shared Level 2 Customer Service Apprenticeship while working as a Pharmacy Assistant at Glan Clwyd Hospital, part of the Betsi Cadwaladr University Health Board. Through dedication, hard work and the support of her Training Officer, Gemma Wilkins, Amber has developed valuable customer service skills, increased her confidence and gained a greater understanding of working within a busy healthcare environment. Her apprenticeship journey has helped her grow both personally and professionally, leaving her proud of her achievements and excited about her future career prospects.
Background
Amber’s role is an important part of the hospital’s pharmacy team, helping the pharmacists ensure patients receive the medication they need.
Alongside her day-to-day responsibilities, Amber undertook a Level 2 Customer Service Apprenticeship to develop her skills and knowledge while gaining a nationally recognised qualification.
The Challenge
Like many apprentices, Amber wanted to improve her skills and confidence while balancing the demands of her role within a busy hospital environment. Working in healthcare requires strong communication, attention to detail and the ability to support patients and colleagues effectively.
Completing an apprenticeship also meant learning new concepts, building workplace knowledge and applying this learning in real-life situations.
The Solution
With guidance from her Training Officer, Amber worked through her apprenticeship programme and embraced every opportunity to learn. Throughout the course, she developed a stronger understanding of customer service principles, including effective communication and how to provide excellent support to customers and colleagues.
Her role within the hospital pharmacy gave her practical experience every day. Amber works with the hospital’s robotic prescription system, helping to prepare and distribute medication safely and efficiently. Her responsibilities include handling medication picked by the robot, organising prescriptions and ensuring medicines reach hospital wards so nurses can provide treatment to patients.
The apprenticeship enabled Amber to connect her learning directly to her workplace responsibilities, helping her develop both confidence and professional skills.
Results and Outcomes
Successfully completing her Level 2 Customer Service Apprenticeship is Amber’s proudest achievement. She describes feeling happier, more confident and extremely proud of what she has accomplished.
The apprenticeship has helped her to:
- Improve her customer service and communication skills.
- Gain confidence in the workplace.
- Better understand how to support customers and colleagues.
- Develop valuable professional skills for future career progression.
- Achieve a nationally recognised qualification.
Amber now feels motivated to continue working hard, progress in her career and support others in the workplace.
Amber’s Advice
Reflecting on her apprenticeship journey, Amber encourages others to pursue their ambitions.
“Don’t give up on the dreams you want to achieve. If you ever struggle, there are lovely people in Cambrian Training who will support you and help you.”
Looking Ahead
Following her apprenticeship success, Amber hopes to continue developing her career within the healthcare sector. She is keen to build on her experience, work towards future progression opportunities and continue making a positive difference to patients and colleagues alike.
Her story demonstrates how apprenticeships can provide the skills, confidence and support needed to help learners achieve their potential and build rewarding careers.
Conclusion
Amber’s apprenticeship journey highlights the positive impact that workplace learning can have on personal growth, confidence and career development. Through determination, commitment and the support of her employer and Training Officer, she has gained valuable skills that will benefit her throughout her career.
Her success is a testament to the opportunities apprenticeships create, helping learners develop their abilities, achieve recognised qualifications and take the next step towards a bright future.
