On Thursday 21st January, Itec’s Apprenticeship Wales Assessor team travelled to Manchester to take part in our very first Customer Service Standardisation Event, delivered in partnership with EE and Babington. Bringing together colleagues from across all three organisations, the day marked an important milestone in our shared journey to strengthen and align the Customer Service Apprenticeship experience across all EE sites.

As an inaugural event, there was a real buzz in the room with new ideas, fresh connections, and a collective commitment to delivering a consistently high-quality learner experience.

A Brilliant Start to Our First Ever Event

The day began with a warm welcome and the chance for colleagues to connect, before moving into programme updates. Babington shared an overview of the programme’s growth and achievements, which gave everyone there all a moment to pause and celebrate the impact of our partnership:

• 1,002 apprentices have now started the programme
• A 74% retention rate, significantly above industry expectations
• 99% timely completion rate since 2023

An outstanding 95% distinction rate (England/Babington), over 25% above competitors

90% apprentice satisfaction, highlighting how positively the programme is received

Itec Business Account Manager Lee Grindlay said, “For a first standardisation event, it was the perfect opportunity to reflect on how far we’ve come together and the strength of the partnership between EE, Babington and ourselves as a training provider.

“We also heard from Michelle Allison, EE’s Learning & Development Director, who shared EE’s wider strategy and future vision. This helped reinforce how the apprenticeship programme directly supports the development of skills that matter most to the business.”

Getting Practical: Standardising the “Readiness for Work” Experience

A key focus of the day was creating a consistent, high-quality Readiness for Work experience for apprentices from day one. Through a standardisation activity, colleagues explored what apprentices need during those crucial early weeks and how we can support them more effectively.

Group discussions focused on:

• The key life skills apprentices typically need when starting at EE
• How we can build confidence early in the programme
• Embedding positive habits, communication skills and workplace behaviours

Ensuring a consistent onboarding experience across Manchester, Warrington, Doncaster, Cardiff, Merthyr and other EE sites

After lunch, groups shared their ideas, ranging from stronger early routines and enhanced first-month support, to more structured introductions to EE culture. It was a powerful example of what can be achieved when delivery teams come together to share best practice and align their approach.

Honest Reflections & Constructive Discussions

The afternoon provided space for open reflection on what’s working well and where we can continue to evolve. Coaches and assessors shared valuable insights around:

The impact of regular on-site presence

The importance of strong communication with EE team leaders

The value of additional early-stage support tools

How celebrating progress helps sustain learner motivation

These discussions were open, honest and solution-focused, exactly what we hoped for from a first standardisation event. They highlighted the passion and commitment our teams bring to supporting learners every day.

Ending with Applause: Celebrating Our Amazing Team

The day ended on a high with a Coach/Assessor Celebration, recognising individuals who have gone above and beyond. From exceptional distinction outcomes to creativity, flexibility, communication and dedication, the stories shared reflected the depth of talent across the partnership.

Whether supporting new sites, leading new pathways or helping apprentices thrive through strong relationships and consistent delivery, each recognition demonstrated the real impact our teams make.

Itec Assessor Jacqueline Gwillim-Smith received the Learner Progression & EE Partnership Excellence Award for her outstanding work supporting her learners with care and consistency.

Jacqueline said, “I’m so proud to have won the Learner Progression and EE Partnership Excellence Award. I work hard, but I’m incredibly lucky with the learners I work with – they’ve shown real commitment and determination to achieve their qualifications, and this award reflects their hard work just as much as mine. I’m also lucky to have such a supportive manager, an amazing IQA, and fantastic colleagues who are always there to support me. It’s a real privilege to work in partnership with EE, and this award shows the strength of our rapport and how closely we work together to achieve the best outcomes for our learners. Thank you to everyone who’s been part of this journey.”

A Great First Event – And the Start of Many More

Our first Customer Service Standardisation Event in Manchester showed just how powerful collaboration can be when delivery teams and partners come together with a shared purpose. Everyone left feeling energised, aligned and inspired, with clear actions to build on the ideas discussed.

A huge thank you to everyone who attended, contributed and helped shape the day. If this was just the beginning, we’re excited to see how future standardisation events will continue to grow and evolve.

Itec Skills and Employment’s Involvement

Building on the success of 2024, Itec Skills and Employment proudly took part in the Bebras Challenge for the second year. This year, 19 learners from six centres: Blackwood, Neath, Port Talbot, Cwmbran, Abergavenny, and Swansea, engaged in the competition. The event was coordinated by Sian Wain (Lead Tutor), with support from centre tutors and assessors who ensured learners were prepared and motivated to tackle the computational tasks.
Our approach included:

• Pre-Challenge Workshops to introduce problem-solving strategies.
• Inclusive Support for learners with additional learning needs, ensuring equal access.
• Celebration Events to recognise achievements and boost confidence.