Intrigued by the chance to gain practical skills while earning a qualification, Carys Reddy embarked on a new career journey by joining EE, after seeing an online advertisement for an apprenticeship opportunity. This is where she discovered Itec as a training provider, and learned how completing an apprenticeship could open new doors for her future.  

Itec has partnered with EE to deliver its ‘Aspire’ programme, a customer service apprenticeship aimed at helping individuals grow both personally and professionally. Through this programme, apprentices like Carys gain valuable skills while building meaningful careers in a dynamic customer service environment. EE’s commitment to employee development, combined with Itec’s expert guidance, has allowed many apprentices to thrive in their roles.  

Before joining EE, Carys was studying biology and psychology in college, but she struggled to find a sense of direction. Feeling unsupported and uncertain about her future, she realised that her academic path was not offering the opportunities for growth she desired. The apprenticeship at EE, however, provided the practical experience and mentorship she was seeking.  

Since joining EE and beginning Itec’s Customer Service Level 2 qualification, Carys has experienced a remarkable transformation. Working in a customer service role has equipped her with a range of transferrable skills, from problem-solving to communication. Beyond the technical aspects of the job, Carys credits the positive workplace culture, supportive leadership, and Itec’s dedicated assessors—particularly Jacqueline Gwillim—for helping her grow. Jacqueline, who supports apprenticeship cohorts at EE’s Merthyr Tydfil location, offers personalised 1-to-1 and group coaching to ensure apprentices succeed in their qualifications. EE’s team leaders have also played a key role in fostering a nurturing environment, providing Carys and her peers with the guidance and encouragement they need to thrive.  

Every day on the job brings new challenges and learning opportunities for Carys. She enjoys the variety of customer queries she handles, finding no two days to be the same. The experience has not only boosted her confidence but also given her a clear sense of direction. Inspired by the career progression of other employees at EE, Carys is determined to follow in their footsteps. After completing her current apprenticeship, she plans to pursue a Level 3 qualification, continuing to build on the strong foundation she has gained through EE’s Aspire programme and Itec’s support.