Arwen Elan Teagle X EE 

Growing in confidence and finding balance: Arwen’s apprenticeship journey

Ready for Change

When Arwen Elan Teagle joined EE Merthyr as an Apprentice Customer Tech Service Advisor, she was ready for a fresh start. Before applying, Arwen had been exploring opportunities in TV and film, but the lack of stability and work life balance made it difficult to build the future she wanted. She knew she needed a role where she could learn, feel supported, and develop at a steady pace.

That opportunity came when Arwen visited the EE website and discovered the apprenticeship programme delivered in partnership with Itec. The chance to gain hands-on experience while completing a recognised qualification immediately appealed to her. She applied, was accepted, and began her apprenticeship in February 2026 – starting both her new role and her BTEC Level 2 Customer Service qualification.

A New Opportunity

During her first month, Arwen met her Itec assessor, who explained the structure of the qualification and what she could expect throughout the programme. Since then, Arwen has made impressive progress. She is currently 59% complete, far ahead of the 19% target, and continues to work hard to stay on track with her NVQ tasks and workplace responsibilities.

Her employer at EE Merthyr has been quick to recognise her commitment and capability:

“Arwen is doing really well with her work and completing the calls. She has learnt very quickly and is independent and just gets on with her work. Arwen is hitting all her stats and is always proactive and asking for areas she can develop.”

Her assessor, Jacqueline Gwillim‑Smith, also highlighted Arwen’s strengths. Jacqueline described her as committed, customer focused, and eager to challenge herself. She noted that Arwen consistently asks the right questions to fully understand customer needs and provides clear, concise information in return. Jacqueline added:

“Arwen is an excellent learner and always hands her work in ahead of schedule. Her work is of a very good standard, and she is ahead of target to complete her qualification. Arwen is a pleasure to work with.”

Facing Challenges

Although Arwen is still early in her apprenticeship journey, she has already shown resilience. Living with autism means that new environments can be stressful, but with the right support and a structured routine, she has been able to manage these challenges and settle confidently into her role.

The apprenticeship has already made a meaningful difference to her day-to-day life. Arwen reflected on the positive changes she has experienced:

“I’ve now got a good work life balance, which I didn’t have before. I’m happy, learning on the job, and gaining an extra qualification at the same time.”

Prosperous Future

Looking ahead, Arwen is excited about completing her qualification and seeing how far she can progress within EE. She is motivated by the opportunities available and the sense of direction the apprenticeship has given her.

When asked what she would say to someone considering an apprenticeship, Arwen didn’t hesitate:

“Just go for it. You earn while you learn, you gain new skills, and you’re in an environment where you get support to learn – win win.”

Arwen’s journey is still unfolding, but her determination, progress, and growing confidence show exactly what an apprenticeship can offer: structure, support, and a pathway to a brighter future.