Published On: 05/09/2022|691 words|3.5 min read|

From learner to Trainee Business Development Executive, Jack O’Neill’s journey began 18 months ago when the pandemic forced the hospitality industry to close its doors, leaving Jack without a job.

Before the pandemic, Jack worked as a Cocktail Bartender for JSM (Pub Invest Group LTD), but as COVID-19 arrived on UK shores, the hospitality industry was hit with government restrictions and forced to shut up shop.

With little hope that the hospitality sector would reopen soon, Jack began searching for new job opportunities when he came across an online Customer Service course with Complete Skills Solutions (CSS).

Like many other opportunities at CSS, the Customer Service course came with a guaranteed interview for a part-time Contact Centre Executive role across CSS and fellow training provider, Complete Training Solutions (CTS).

During the interview phase, Jack went up against several other candidates but managed to impress the team and secured the job. The position, which was funded under the government’s Kickstart Scheme, saw Jack handling day-to-day phone queries, quickly developed and he was offered a full-time contract.

From the beginning, it was clear that Jack had a real talent for communication and could build and maintain strong relationships with internal and external stakeholders.

Jack’s hard work didn’t go unnoticed. CSS and CTS Managing Director Ian Green said: “Initially, we hadn’t planned on making the Contact Centre Executive role permanent, but Jack immediately demonstrated huge potential and the role quickly became an integral part of the business.

“From the outset, Jack was a real asset to the business. His work ethic and ability to develop such strong relationships were a fantastic addition to the team.”

As a Contact Centre Executive, Jack worked cross-functionally with CSS and CTS, enabling him to develop a deeper understanding of both businesses. He worked closely with the Business Development team, and area of the business where he had a strong interest.

Jack said: “Whilst working as a Contact Centre Executive, I naturally gravitated towards business development. The time I spent working closely with the team made me realise how much I enjoyed this part of the business, and I knew that I wanted to progress into business development.”

Jack CSS

So, when an opportunity for a Trainee Business Development Executive role became available at CTS, Jack jumped at the chance to apply. Jack’s experience in both businesses coupled with his evidence thirst and ambition landed him the role. He said: “I am thrilled to have been given such an amazing opportunity. The business really listens to you and wants to help you progress.

“I can honestly say that I have developed so much during my time here. I have met some great people along the way, internally and externally. The support I have received from my colleagues and the management team has been incredible.”

As part of his new role, Jack is responsible for developing existing accounts, sourcing new clients, managing registrations for bookings, assisting learners throughout the booking process, and identifying potential new business opportunities.

Jack thanked the business for allowing him to acquire new skills beyond his job role. He said: “I have been lucky enough to gain a mental health first aider qualification that has given me a deeper understanding of mental health issues and allowed me to deliver vital first aid to those who need it.”

When asked where he sees himself in five years, Jack said: “A beachside apartment would be nice, but as long as I am happy in my day-to-day life, that is all that matters.”

CSS and CSS, part of The Progress Group, a family of education and training and specialists, are committed to nurturing staff and providing them with development opportunities.

Ian Green said: “Our people are at the heart of the business, so ensuring that they feel valued and have access to opportunities for development is extremely important to us.

“Jack’s story is the perfect example of someone who came into the business and drove his career forward with some hard work and ambition. I am extremely proud of Jack and cannot wait to see what the future holds for him in the business.”

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