Brooke Urwin, Customer Success Director and Tony Hobbs, Managing Director outside Baltic Apprenticeships' Head Office
Image Source: Baltic Apprenticeships
Brooke Urwin, Customer Success Director and Tony Hobbs, Managing Director outside Baltic Apprenticeships' Head Office

Member Article

From Apprentice to Director: Brooke’s Career Reaches New Heights with Baltic Apprenticeships

A North East training provider has promoted their former apprentice to the Board of Directors. Brooke Urwin, 26, began her career with Baltic Apprenticeships in 2011 as a Telesales and Marketing Apprentice, and has risen through the ranks to the newly created role of Customer Success Director at Head Office in Newton Aycliffe.

As Customer Success Director, Brooke will be responsible for the overall customer experience strategy. She will work alongside the operations team of Baltic Trainers, Learning Mentors and Coordinators to optimise the customer journey, helping apprentices to achieve higher grades and get maximum value and enjoyment from their learning experience. This highlights the investment Baltic are making to their level of service and commitment to providing the best possible learning experience.

“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,” said Brooke. “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.”

In her previous roles at Baltic Apprenticeships, a specialist provider of digital and tech-focused apprenticeships, Brooke has moved from a Telesales and Marketing Apprentice, to Marketing Executive, Marketing Manager and Senior Marketing & Brand Manager.

“I am absolutely delighted at Brooke’s promotion to Customer Success Director,” said Tony Hobbs, Managing Director at Baltic Apprenticeships. “From the very first moment she joined the business as a young apprentice, Brooke has demonstrate 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.”

Brooke’s first role as a Telesales and Marketing Apprentice was not all smooth sailing: “Apprenticeships were very different back then, they were only 6 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.”

After the Telesales and Marketing Apprenticeship, Brooke went on to complete another 6-month apprenticeship in IT. She then moved to a Marketing Executive role and eventually became a team leader to a group of Social Media and Marketing Apprentices, building her knowledge with short courses. She rose to Marketing Manager in June 2016 and was promoted to Senior Marketing and Brand Manager in September 2019.

“In terms of backing and support, I’ve always had really clear role models at Baltic to look up to,” Brooke explains. “When working in the tech industry, one of the barriers for young women is often a lack of role models. 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.”

Brooke’s latest promotion comes at a time of growth and innovation for the County Durham based firm. Recently crowned Skills Developer of the Year at the North East Dynamites Tech Awards, Baltic Apprenticeships have recently added Data Analysis as a new subject to their course catalogue and are expanding their presence into a series of city-centre hubs including Newcastle, Middlesbrough, Manchester and London. “I’d like to say that over the next few years, our learner journey will be exactly how we envision it,” said Brooke. “Baltic wants to grow, we want to support more and more young people entering the tech industry, and I’ll be playing a part in making that happen. It’s really exciting to start growing our presence across different regions, to develop long term partnerships with our employers, and to deliver a truly outstanding learning experience.”

This was posted in Bdaily's Members' News section by Baltic Apprenticeships .

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