The stage at the Civic Centre in Trowbridge is decorated with blue curtains, sparkling mosaics, flashing lights, and balloons. TEG employee Emily Coliandris is called on to receive the Customer Service Apprentice of the Year award. She smiles at the audience.
A few years ago, Emily would never have imagined this moment. After completing her A-Levels during the pandemic in a small town in Dorset, Emily trained as an apprentice chef by the seaside. “I liked the hands-on experience and the learning that apprenticeships offer,” she says. “But I missed working with customers and wanted more opportunities to progress.”
At 20, she applied for an apprenticeship with TEG.
Finding a path at TEG
At TEG, Emily met colleagues who had started in Customer Operations and progressed to managers. She had joined in Customer Operations herself. She realised: There is a route to progress.
After a bright start, Emily’s work ethic was unignorable. TEG manager Gina Galkut noticed her potential. Soon enough, she was promoted to the role of Deputy Customer Support Manager. Just one month later, Emily’s manager left TEG. The Junior Customer Support Manager role became vacant. Emily delivered outstanding results. However, she was unsure if she was ready for the next move. With Gina’s support, Emily stepped into the Junior Customer Support Manager role.
Supporting members through change
Emily joined TEG because she felt the company wanted to develop the best platform for its members. Emily experienced the development of Trustd, TEG’s compliance partner, and SmartPay, a payment system designed for the transport industry. Both were created to make the platform safer, more reliable and more effective for members.
However, introducing new systems is not always easy. “Sometimes, updates can frustrate members, and I get that. Our members have mastered an existing way of working, and departing from that is tricky.” Emily explains: “We only ever release updates to benefit our members, so part of my job is to make that as clear as possible. And, of course, to help people get used to new updates – because when they do, they see them as improvements!”
What helped her manage those challenges was building key professional skills. “Empathy for customers is really important,” she says. “You need to listen to what they like and what they don’t. Organisation and communication skills also make a big difference.”
What motivates her? Emily says: “Seeing the benefits develop, and making the platform better for customers. Also, training new employees, seeing their motivation and how they are growing, as well as the community within TEG.”
Recognised for hard work and commitment
Emily was nominated for the award by college advisor Mat Evans, who recognised her rapid progression and the way she supports both the team and new starters in TEG’s graduate programme.
TEG Senior HR Manager Nata Akhigbe also shared the news across the company: “Please join me in congratulating Emily, who recently won Customer Service Apprentice of the Year. This recognises her hard work, outstanding commitment and dedication throughout her apprenticeship programme.”
Encouraging others to take the apprenticeship route
Today, just two and a half years after starting her apprenticeship, Emily is now Customer Support Manager at TEG. She trains new employees, conducts interviews and supports the development of the operations team. As those who work with Emily will attest, these days, a queue of colleagues regularly forms at Emily’s desk, and she patiently answers all their questions.
Emily encourages others to consider apprenticeships. “You don’t need previous experience,” she says. “You need the right attitude: You need to be able to work through challenging times to create benefits for the customers.”
The award means a lot to her: “It’s great to see apprentices recognised as an alternative way of learning because not everyone is great in exams and self-study. This shows where an apprenticeship can take you.”
TEG still offers entry-level programmes that provide hands-on experience and learning opportunities similar to apprenticeships.
Looking ahead, Emily plans to continue developing her career in operations: “I want to keep progressing, support the team further and continue growing within the business.”
