Teigan Matthews, is currently undertaking a Level 2 Customer Service apprenticeship with Itec at the EE contact centre, located in Merthyr Tydfil. Throughout her school years, Teigan had a positive experience, excelling in her GCSEs and subsequently completing a Level 3 diploma in Health and Social Care at college. Initially drawn to the care sector, she realised that while caring for others resonated with her, the career itself was not the right fit. This realisation sparked her desire to help others but in a different context.  

Teigan’s journey into customer service began when she decided to join EE as a Customer Service Guide. Motivated by the desire to stand out, gain new skills, and grow in a different way, Teigan saw this role as a chance to continue helping people, albeit in a new capacity.   

Itec has worked with EE with several apprenticeship cohorts across Wales, inspiring people to grow and succeed and build meaningful careers through customer service qualifications, also known as EE’s ‘Aspire’ programme. Teigan attributes much of her growth and success in her apprenticeship to the support she received from Itec. Initially reserved and hesitant when speaking to others, Teigan’s confidence has grown significantly.  With the help of her assessor, Jacqueline Gwillim, she dedicates three hours each week to work on her apprenticeship, which has allowed her to build a consistent routine.  Jacqueline says “Teigan passed her three exams with ease and first time; she always completes homework to a very good standard and on time.  I am very pleased with Teigan’s progress, and she is on target to complete on time or even early.  Teigan has grown in confidence since starting the qualification and is showing great potential.” 

While Teigan’s experience has been overwhelmingly positive, she faced her fair share of challenges. Adjusting to a new routine and learning to work with the public required adaptability. However, these challenges have become valuable learning experiences that have allowed her to develop resilience and flexibility in her role.   

Through regular engagement in her coursework, Teigan has found a healthy work-life balance, something she values both personally and professionally. She now feels more at ease communicating with both customers and her team, demonstrating how the apprenticeship has helped her break out of her shell.  

Teigan appreciates the supportive culture at EE, where she feels comfortable approaching her Team Leader, Jade Pittick, with any issues or questions. Being part of such a positive atmosphere has not only encouraged her determination but has also strengthened her belief in herself.  

With her Itec apprenticeship nearing completion, Teigan is excited about the future and what it holds for her. She feels more determined than ever, having found a career path that allows her to make a difference while continually growing as a professional. Her focus now is on successfully finishing her apprenticeship and further developing the skills she has gained.