Tell us a bit about yourself and your role
I am Oluwadamilare Akinola, and I work for the Ministry of Defence Guard Service (MGS) as a Customer Service professional. I am completing the Customer Service Specialist Level 3 apprenticeship.
In my role, I support internal and external customers within a secure operational environment, ensuring high standards of service delivery while adhering to strict policies, procedures, and security requirements. I have been in this role for over two years, during which I have developed strong communication, problem-solving, and stakeholder-management skills.
What made you choose an apprenticeship?
It offered the best of both worlds – the opportunity to gain a nationally recognised qualification while applying learning directly in a real working environment.
Having already completed higher education, I wanted a practical pathway that allowed me to upskill, grow professionally, and add immediate value to my organisation. The apprenticeship provided structured learning, clear development goals, and the chance to formalise the skills I was already using day-to-day.
What’s been the biggest highlight of your apprenticeship so far?
Seeing my confidence, professionalism, and impact grow.
The apprenticeship helped me understand why we do what we do – not just how. Applying customer service theories, feedback analysis, and service-improvement techniques in a live operational setting has been incredibly rewarding. Completing my work-based project and successfully passing elements of my End-Point Assessment has been a particularly proud moment.
What challenges have you faced, and how have you managed work/study balance?
Balancing full-time work with study was challenging, especially within a high-responsibility and time-sensitive environment.
I managed this by staying organised, planning study time effectively, and maintaining open communication with my line manager and learning coach. The support from my employer and training provider made a real difference, and I learned valuable time-management and resilience skills that will benefit me long-term.
How has the apprenticeship supported you in your role or career so far?
The apprenticeship has significantly strengthened my professional capability. It improved my approach to customer interactions, data-driven decision-making, and service improvement.
I now engage more confidently with stakeholders, use feedback more effectively, and take a proactive role in identifying opportunities for improvement. The qualification has enhanced my career prospects and reinforced my commitment to delivering excellent public service.
What advice would you give to someone considering an apprenticeship?
My advice would be: go for it — and take it seriously.
An apprenticeship is not just a qualification; it’s a platform for growth. Be open to learning, ask questions, apply what you learn, and stay committed even when it feels challenging. The long-term benefits — professionally and personally — are well worth the effort.
Final note :
“An apprenticeship doesn’t just develop skills — it builds confidence, character, and career direction.”
