By Becky Rowan, Insurance and Claims Manager at Yorkshire Housing
For Apprenticeship Week, we wanted to do something a bit different. Instead of telling you why apprentices matter, we asked someone who works with them every day.
Becky manages our Insurance and Claims team and has had a really positive experience working with apprentices. Here’s what she had to say...
How do your apprentices make a difference to your team day to day?
They bring fresh energy. They’re not afraid to ask questions, and sometimes those questions make you stop and think why we’ve always done something a certain way. That can highlight where changes need to be made. They also give the team more space to focus on things we don’t always get time to do when things are busy.
Team morale is another big one. We’ve had a lot of change in the team with people moving on, but having apprentices has been something I’m really proud of. They’ve played a big part in keeping that positive team feel.
What’s one thing apprentices have picked up quickly that’s really impressed you?
Customer service skills. The way they speak with people - on the phone and in meetings - has been brilliant.
We’ve got an Insurance and Claims Apprentice who’s now secured a permanent role in the team, which shows how quickly they’ve developed and the confidence they’ve built working with customers and external organisations like insurers. The feedback they’ve received has been really positive.
We also have Louis, who moved across from Repairs. The skills he brought with him have really helped him get to grips with the role quickly.
I’m always impressed by how fast they absorb information. They’ve got a great attitude to learning and genuinely want to get things right.
How do your apprentices support customers or colleagues, and what impact does that have?
They genuinely want to do the right thing. They’re always keen to help customers and colleagues get the answers they need.
The apprentices I’ve worked with show what being customer obsessed means in practice. You can see it in how they approach their work every day.
How has having apprentices changed the way your team works or thinks?
They bring enthusiasm and new ideas. Sometimes they find quicker or more effective ways of doing things.
They also live our values. Being curious, having fun and being open to learning helps them make a real impact!
What would you say to other managers thinking about taking on an apprentice?
Make sure you’ve got the time to support them. It shouldn’t just be about filling a vacancy because it doesn’t always work like that. If you and your team put the time into coaching and mentoring and give them the support they need, you’ll get the best out of them.
If you’re recruiting, make sure you find the right person. If you don’t find that first time, that’s okay. You can try again.
Why does this matter for the future?
For us, apprentices aren’t just about learning a job. They’re about building confidence, skills and careers. And for us as an organisation, they help us keep improving how we work and how we support customers.
So...
If you’re thinking about applying for an apprenticeship, or you’re a manager thinking about bringing one into your team, Becky’s experience shows just how much value they can bring.
And if you want a real-life view of what an apprenticeship feels like day to day, click play on the video below:
Want to find out more or apply for one of our roles? Click here for all the details!