Learner Case Studies

Learner Case Study 1 - Costa Coffee

Paul Rich, Store Manager, Weston-Super-Mare

With seven years experience in the hospitality sector, Paul, 25, understands the need for ensuring skilled and qualified staff throughout the business. Given the opportunity to test the scheme's suitability for the Weston-Super-Mare store, he enrolled for the programme from the outset.

Now ten months later, he's keen to enrol the rest of his seven-strong team. "Having spent time in various roles within the hospitality sector, I was excited at the prospect of joining Costa - a rapidly expanding company with good career prospects.

"Managing a smaller team meant that I would have more time to spend with my staff, making sure that they enjoy what they do and identifying any training and development needs within the store.

"The Costa pilot reiterated the company's commitment to staff development and training and proved to me that it takes the up-skilling of the profession very seriously. "By enrolling for the pilot, I was able to experience first hand what would be expected of my team members. This would then allow me to assist them with any queries in the future.

"The on-the-job training is a welcome incentive for team members to remain within the business, and I believe this will set Costa apart in the future while leading to higher retention levels throughout."

Paul has now completed his NVQ and another member of his team has since signed up to the programme.

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Learners Case Study 2 - Costa Coffee

Three Costa Coffee Apprentices share their learning experiences.

Ni Perry, store manager, 42, from Worcester has been with Costa Coffee for two and a half years. Prior to this she spent five years as a conference and banqueting manager at Worcester Rugby Club.

"I was very excited at the prospect of getting involved in the pilot of the Costa Coffee Modern Apprenticeship/NVQ programme, having had previous catering and hospitality experience and exposure to NVQs.

"As a manager you naturally have more responsibility for controllables, the welfare of employees and the overall budget of the store, and I was keen to see how this would be reflected in the programme.

"I have found the workload very manageable,it is great to see how the content reinforces my existing knowledge and reflects the demands made upon me within the business.

"By experiencing the programme first-hand, I have been able to assess the training modules for the day to day needs of team members and leaders, and now realise that more time could be allocated to complete the various tasks within the workplace.

"Once formalised, I believe the programme will act as a great recruitment tool for the business - by attracting people who are committed to the industry, and through boosting the level of confidence and ability across the stores.

"The support from Acorn's training advisors has been phenomenal, and I am very keen to continue my learning journey as the programme develops."

With only a few days left to go, Ni hopes to recruit two more apprentices for the programme early in the New Year.

Rosie Thompson, 24, originally from Guildford, Surrey, now lives in Cornwall and has spent the past 11 months as a team leader at the Costa store in Truro.

"I've always enjoyed learning new skills, so I jumped at the chance to participate in the pilot scheme.

"With previous experience in restaurant supervision and exposure to NVQs, I knew that obtaining the necessary support from Costa and Acorn would be critical if I was to succeed.

"I approached the programme as a challenge right from the start - even if this meant taking work home to complete after a busy shift.

"Most of the employees at our store are doing the NVQ Level 2 and it's great to see everyone getting stuck in from management to team member level.

"Once it's rolled out nationally, the programme will be a great way for employees to gain qualifications while they work and I would advise everyone to consider it. When this course finishes in January I am keen to enrol for the next level and would like to get more involved in the training side of the business.

Sarah Knights, 20, from Truro has been a full-time team member at the Truro store since March.

"After spending six months travelling in Australia, I was very keen to start permanent employment straight away.

"Within a short time of my joining Costa, the pilot scheme was launched and this seemed like a perfect opportunity for me to gain a good qualification while I worked. The programme would also give me the necessary back-up to my existing knowledge and help me in my career development.

"I am really enjoying the challenge, and the workload - is worth taking on as it will help me to advance to team leader and manager in the future."

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Learner Case Study 2 - Store Manager

Alison Hamil, Store Manager, Taunton

Thirty-nine year old Alison has spent three years at Costa Coffee in Taunton. Managing a total of 15 staff aged 18 to 30 and operating seven days a week, 363 days a year, she knows that time is of the essence when it comes to training.

"Enrolling for the pilot was a personal challenge. Not only did I want to set an example for my own team, but I was keen to prove that everyone could benefit."

Having 23 years of catering experience, Alison sailed through the programme.

"The NVQ provided me with in-depth knowledge and understanding of the company, various job descriptions within the store and the critical factors in ensuring a superior quality of service.

"Once the programme is available to the entire team, we will see individuals develop their own skills and knowledge, as well as give them a better understanding about their role within the business.

"I feel much more confident now about delegating tasks within the business, secure in the knowledge that I have a highly-skilled professional team."

Alison plans to enrol for future training and development as part of the programme and is looking forward to pursuing other interests such as the buddy-manager system whereby she will assist other managers with new store openings.

Since she completed the programme, three 16 to 24-year-olds have been signed up, bringing the current total of trainees at the store to five.

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