A 26-year-old who started her career as an apprentice has worked her way up the ranks to become a company directors at the firm that first hired her.
Brooke Urwin began her career with Baltic Apprenticeships in 2011 as a telesales and marketing apprentice but has now taken on a new role as customer service director.
The newly created role will see Brooke take responsibility for the Newton Aycliffe company’s customer experience strategy. She will work alongside the firm’s trainers, learning mentors and coordinators to improve customers experience while helping apprentices achieve higher grades.
She said: “Becoming a director within Baltic has always been a long term goal and an ambition of mine, I love what our company stands for. I’m thrilled that the time is finally here.
“It’s an absolute honour to represent Baltic, to support and give direction to my teams and to have an overall influence in our businesses success. Not many people can say they can see themselves retiring at the first place they ever worked, and not out of complacency, but out of choice.”
During her time at Baltic Apprenticeships, Ms Urwin has held a number of roles including telesales and marketing apprentice, marking executive, marketing manager, and senior marketing and brand manager. When she first started at the company, apprenticeships were very different she ended up carrying out a second apprenticeship in IT before landing a permanent position.
She said: “Apprenticeships were very different back then, they were only six months long and nowhere near as technical. The primary part of the role was telesales, and as a 17-year-old leaving sixth form jumping straight into sales, I found it difficult, but when it came to the marketing side, I really loved the creative aspect of the role.”
She added: “In terms of backing and support, I’ve always had really clear role models at Baltic to look up to. When working in the tech industry, one of the barriers for young women is often a lack of role models.
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“I’ve been lucky to never be short of role models here; I’ve always looked up to Tony our managing director, Laura and the other directors, who have always given me time and encouragement to grow and develop.”
Baltic Apprentices is a specialist provider of digital and tech-focused apprenticeships. The company is expanding its presence into a series of city-centre hubs in Newcastle, Middlesbrough, Manchester, and London.
The company was recently named Skills Developer of the Year at the North East Dynamites Tech Awards and it recently added data analysis as a new subject to its course catalogue.
The firm is also continuing to grow and is currently recruiting for a number of new vacancies including sales, employer engagement, and learning mentor roles.
Managing director Tony Hobbs said: “I am absolutely delighted at Brooke’s promotion to customer success director. From the very first moment she joined the business as a young apprentice, Brooke has demonstrated all the values required to be successful at work and in life.
“Brooke is naturally hardworking, innovative and creative. She has a passion to provide the highest levels of customer service to our learners and employers, and is hungry to develop herself.
“It has been a steep and challenging learning curve for Brooke, but her dedication, strong principles and commitment to our vision have enabled her to achieve her goals.”