South Wales Telecoms Learning Success

A CWU member and former call centre worker was employed with BT in Cardiff. During her time in the call centre industry, she frequently interacted with customers who were dealing with personal issues, including stress, anxiety and frustration. Over time, she realised she could offer a listening ear and emotional support. This sparked a realisation in her that she had a deep interest in mental health and a natural ability to empathise and guide others through tough moments. 

After receiving an email from the CWU South Wales branch Learning Co-ordinator advertising courses, she decided to make contact to see if she was eligible for funding. One by one she started her leaning journey on the CWU Wales Union Learning Fund (WULF) Learning Academy and over the last few years took the following online courses: 

Mental Wellbeing in Children and Young People Certification, Training for Sport Certification, Anxiety Awareness Certification, Safeguarding Children Certification (including KCSIE), Safeguarding Adults Certification, Advanced Cognitive Behavioural Therapy (CBT) Certification, How to Improve Your Sleep Certification, Health and Wellbeing Certification, Introduction to Sports Nutrition Certification, Drug and Alcohol Awareness Certification, Suicide Prevention Certification, Self-harm Awareness Certification, Assessing Mental Capacity Certification, Sports Psychology Certification, How to Close More Sales Certification, Trauma Awareness Certification, Concussion Awareness Certification, Reflexology Certification, Sports Science and Therapy Certification, Reiki Certification, Anti-Bullying and Bullying Prevention Certification, Tackling Obesity Certification, Finding Motivation to Get Fit and Stay Fit Certification, Child Protection in Sport Certification, How to Build Resilience Certification, Child Psychology Certification Level 3, How to Programme Your Mind for Success Certification, Reducing Stress (Techniques to Relax) Certification, Racism Awareness Certification, Tackling Hate Crime Certification, Depression Awareness Certification, First Aid Appointed Person Certification, End of Life Care Certification, Health and Social Care Certification Level 3, Win-Win Negotiations for Conflict Resolution Certification. 

Once she completed many courses she began the transitioning out of the call centre. She prepared by building her personal brand for her self-employed journey. She has launched workshops to help people with mental health & anxiety sharing mental health tips, coping strategies and articles to engage her audience and build trust. 

Her business is now flourishing, this is thanks to the funding and support from CWU WULF.

Our member said; “With thanks to the CWU and the funding I would not have been able to start my own business“.

By Jan James, Learning Co-ordinator, CWU South Wales Branch