Tristen X British Heart Foundation

Tristen’s Journey: From Quiet Learner to Key Team Member at British Heart Foundation

At Itec, our mission is to support young people on their journey to confidence, independence, and employment. Tristen, a Jobs Growth Wales+ learner on the Advancement strand, is a shining example of what happens when the right support, opportunity, and environment come together.

Currently on placement at the British Heart Foundation (BHF) store in Cwmbran, Tristen has gone from a quiet, reserved young man to a valued member of the retail team. His passion for learning, combined with the support from both Itec and BHF, has seen him flourish both personally and professionally.

“I wanted retail experience, and working for a charity—it’s nice to feel like I’m helping people,” Tristen shared.
“There are really nice people at the BHF and it’s fun work.”

Tristen’s dedication hasn’t gone unnoticed. He was recently nominated for a volunteer award, a recognition he’s proud of, even while staying humble about the achievement.

“I feel good about the nomination, although my colleagues are all very talented and could all be nominated.”

Tristen credits much of his growth to the support he’s received from Itec.

“When I started, I barely spoke to anyone at all, and Itec have really got me out there and got me more confident with myself.”
“They gave me a course on retail and specific classes in talking to people. Being able to talk to people who I don’t really know has made me more confident.”

As he looks to the future, Tristen is excited about where his new skills can take him.

“Confidence is one thing, but I’ve also been learning computer systems and organisational skills. I never thought I would work in retail so it’s all new and exciting.”

Michelle Giles, Store Manager at BHF, had high praise for Tristen:

“We do volunteer awards every year and every shop gets to nominate someone. I was off for eight months and Tristen, being amazing, stepped up. He took over the cash desk, answered the phone, dealt with customers—he well deserved that nomination. He’s a very important part of the team.”

Michelle values the ongoing partnership with Itec and the impact it has on learners.

“Our relationship with Itec is brilliant. We’ve had many people come through in different roles and seen them go on to jobs. Volunteering is a good way of finding what you like—it gives that ‘in between’ step before employment.”

“When Tristen first started, he was very quiet. Now he’ll answer you back—in a good way! It’s great to see how much more confident he is and how well he presents himself. If we had new staff, he’d be the one telling them what to do.”

Monica Hillier, Tristen’s Learner Support Coordinator at Itec, has witnessed his transformation firsthand:

“When I started here last April, Tristen was already a learner on Engagement. He hid his face, didn’t speak or give eye contact. To see him now is just amazing. He’s walking straight and he’s a different young man.”

“The confidence that he’s got is amazing. When you see people like Tristen, you know you’ve done your job right. He’s a credit to Itec because he’s come on leaps and bounds.”

Monica also highlighted the impact of the BHF placement and the value of local partnerships.

“Michelle has really brought him out of his shell. The British Heart Foundation shop is a vital part of our learner support—it’s right across the road and gives learners a chance to grow at their own pace, starting behind the scenes and moving onto the shop floor as their confidence grows.”

Tristen has now completed his Customer Service programme and is continuing his progress by working on Computing skills. He spends four days a week at the BHF store, applying everything he’s learned.

Tristen’s story is a powerful reminder of the impact that practical experience, compassionate support, and the right environment can have. At Itec, we’re proud to be part of his journey—and excited to see what he does next.