P E T-X i C A S E S T U DY Northampton local and single mum Elisha Goulbourne, aged 32, had left her previous job at a social housing company after struggling to balance the high demands of the job with looking after her four children on her own. Elisha’s confidence in her abilities took a knock after leaving her p revious job, and she felt taking a refresher course in customer service skills would serve her well. Her work coach referred her to PET-Xi, who offered Elisha a course in Level 2 Customer Service.
Support provided by PET-Xi Elisha began the course in October 2020 through PET-Xi’s virtual learning environment, which was developed just before the pandemic hit. Staff at PET-Xi helped refresh Elisha’s knowledge by using a variety of techniques to teach her, such as one-to-one support, online classes with multiple learners, and easy-to-understand workbooks which h ighlight scenarios that can come up in a customer service role. Elisha threw herself into the 4-day course, regularly contributing to discussions with ideas and answers. PET-Xi trainer Adam Ashley, who worked with Elisha on the course, said: “It was clear from the start that Elisha was a great learner – the only thing she lacked was confidence. “Her self-belief grew massively throughout the course, which was brilliant to see as she clearly had great skills in customer service. “Once she passed, I felt it wouldn’t be long until she found herself another job. Anyone hiring for a customer service role would be delighted to have Elisha work for them.”
Outcomes Once Elisha had completed the course, she was able to find a job with another housing association in December 2020.