Junaid’s Journey: From Quiet Contributor to Confident Communicator in Customer Service
Junaid’s professional journey is a compelling example of how targeted support, personal commitment, and continuous learning can transform an individual’s career trajectory. Currently undertaking a Level 2 Customer Service Apprenticeship with Pathway Group, Junaid has developed from a task-focused employee into a confident and capable communicator, now actively contributing to the success of his organisation.
Employed by a property company specialising in buy-to-let properties and tenant management across the West Midlands, Junaid began his apprenticeship with a clear strength in practical, day-to-day operational tasks. However, he initially faced challenges with formal communication, particularly in professional settings such as staff meetings and stakeholder interactions. Recognising this area for development, Junaid committed himself to growth — both personally and professionally.
Significant Growth and Development
Over the course of his apprenticeship, Junaid has demonstrated consistent and impressive progress. With the guidance of his tutors and ongoing support from his manager, he has developed a range of key customer service competencies. His achievements include:
- Leading Staff Meetings: From initial difficulty in contributing to discussions, Junaid now confidently conducts and leads team meetings — a notable indicator of his growing communication skills and leadership potential.
- Handling Difficult Customer Interactions: He has successfully managed challenging situations with tenants and clients, demonstrating calm professionalism while upholding the company’s standards and reputation.
- Liaising with External Agencies: Junaid has built the confidence to communicate effectively with external stakeholders, including managing a particularly demanding case involving Birmingham City Council with composure and skill.
One of his most noteworthy academic milestones has been passing his Speaking and Listening Functional Skills English exam — an achievement that reflects his determination to overcome early communication barriers and his dedication to self-improvement.
Looking Ahead
Junaid’s apprenticeship experience has not only strengthened his practical skill set but has also helped shape a clearer vision for his future. He is now well-positioned to pursue leadership and management roles within the customer service sector. His transformation into a confident, proactive team member underscores the power of apprenticeships in developing both technical and interpersonal capabilities.
Feedback from his employer, Properties Plus, further reinforces the value of the support he has received and the impact of his hard work:
“Kal will always go the extra mile to support; she is always there when I need any help or support.”
Junaid’s story is a testament to the power of perseverance, structured learning, and a supportive training environment. As he continues to build on these achievements, there is no doubt that his future in customer service leadership is full of promise.
