Customer Service to Concierge: A Lewis Nicol Case Study | News

Customer Service to Concierge: A Lewis Nicol Case Study

“I strive to climb the ladder and be better than I was yesterday”  - Lewis Nicol

After looking for a change in career, Lewis Nicol applied for a Level 2 Customer Service course at The Learning Foundry and is now part of the Concierge Team with Redwing at one of Liverpool’s most exciting developments, Plaza 1821.  We chatted to Lewis about his motivations for taking on the course, the challenges he faced when learning new skills and much more!


What motivated you to take the course at The Learning Foundry? 

The course was advertised with a guaranteed job interview, this motivated me as it gave me a stronger chance to get the job at the end of the course. I was looking to change careers and with only a bit of customer service experience, I knew this course was perfect for me.   


What is your position and key responsibilities at Plaza 1821? 

As a member of the Concierge Team my key responsibility is to provide excellent customer service to our residents, involving tasks such as sending and responding to emails, being on hand at the front desk, booking parcels into the parcel pod system. I am also responsible for the handling of keys and  conducting patrols of the building to ensure it is safe and log any repairs needed.  


What is the best thing about working at Plaza 1821? 

I enjoy my job as no shift is ever the same, I am proud of the responsibility I have in my role and enjoy talking to and helping residents.  


What challenges did you face when learning new skills? 

The COVID-19 restrictions were brought in whilst I started my role, which meant a lot of my training was over Microsoft Teams. I found this challenging as I prefer face to face learning, but I quickly got used to the new working environment and before I knew it I was working with my new team!   


How has the course impacted your position at Plaza 1821? 

The course gave me a deeper insight into customer service, which has been brilliant to apply my knowledge to real life situations in my role at Plaza 1821. 


What’s next for you? 

I would like to gain further qualifications that will benefit my future development and career. Who knows what the future holds, but for me, as with most things in life I strive to climb the ladder and be better than I was yesterday.  


What’s the best piece of advice you can give about learning and development?  

Just do it, there is nothing to lose, you’re only going to gain. Knowledge and learning is everything. 


Could an apprenticeship be right for you? If you’re looking to further your development check out our courses annd qualifciations here and join us at The Learning Foundry to #makeyourtalentshine.

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