Case Study: Toniann

Toniann Masterson, 23, took a very big step when she decided to move on from working full time in a call centre to starting on an apprenticeship with First Ark, studying towards Level 2 in business administration.

After leaving school with 5 GCSEs, Toniann  worked in a call centre for a number of years. Keen to develop her skills and experience in a new environment, she started exploring Apprenticeship opportunities on the Knowsley Apprentice website. When a vacancy came up for a business administration apprentice at First Ark, she applied and was successful.


Toniann now works at First Ark as a choice-based lettings apprentice for The Knowsley Housing Trust. She is responsible for maintaining the housing waiting list, and handling customer emails and enquiries, alongside her study at Knowsley College.


Since starting her apprenticeship she has really grown in confidence and enjoys the role she is in, far more than her her call centre days. Alongside her usual responsibilities, she is spending her days learning as much as she possible can about the different parts of the business and shadowing other members of staff.

Being responsible for the Knowsley Housing Trust Property Pool, Toniann spends much of her day dealing with customers face-to-face or over the telephone. She also sends out the renewals to customers to see if they would like to stay on the housing register.

Remarkable progress

Toniann has made some remarkable progress and her line manager is very pleased with her improved skills and capabilities. Her ambition, when she completes her apprenticeship and NVQ in September 2017, is to continue the job she loves and gain permanent employment at First Ark. 

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