Credit Resource Solutions, Hollie Thurman

Hollie was recruited in March 2023 by Intec's Apprenticeship recruitment team to work for Credit Resource Solutions (CRS). Hollie was completing A Levels at Burnley College but had made the decision that she wanted to pursue a role in industry.

Hollie Thurman's journey within CRS has been one of remarkable progression, marked by her dedication to both her apprenticeships and her career advancement. Beginning with her Level 2 Customer Service Practitioner Apprenticeship, Hollie quickly distinguished herself through her commitment to learning and development. She not only completed her apprenticeship with a Distinction but also activeley sought further growth by convincing her management team to allow her to progress to the Level 3 Customer Service Specialist Apprenticeship as she progresses her career. 'I strongly feel that it is the apprenticeship that has helped me improve and take these steps,' Hollie reflects, acknowledging how the structured learning experience has contributed to her success.

Hollie's career trajectory took a significant step forward when she transitioned from the Contact Centre into a Paralegal role within AJJB Law, part of CRS. This promotion showcased her ability to adapt and excel in different areas of the business, highlighting her eagerness to take on new responsibilities. While balancing her apprenticeship studies, she embraced the challenges of working in a legal setting, refining her skills in client interactions and legal processes. 'Since I started my apprenticeship, I have gained more knowledge than I thought was possible. When I first started, I was even too scared to talk to customers on the phone,' Hollie recalls, emphasing the dramatic growth in her confidence and capabilities.

In early 2025, Hollie was promoted once again, moving into the Quality Assurance Team. This latest role represents a pivotal shift in her career, as she moves from direct customer service to a position focused on evaluating and improving call centre operations and focusing on the experience of the organisation's stakeholder. In this capacity, Hollie is now responsible for analysing call interactions, identifying areas for improvement, and providing structured feedback and training to colleagues.

This promotion is a testament to her keen attention to detail, ability to mentor others, and her unwavering commitment to enhancing service quality within the organisation. 'Hollie has developed significantly since joining us,' her employer states. 'She had a tendency to be very reactive to feedback, but during her time with us, she has really matured in this area, which has positively impacted her personal development.'

Hollie's rapid progression within CRS is a reflection of her ability to apply her apprenticeship learning directly to her work, allowing her to build confidence and refine her professional skills. Initially hesitant to even speak with customers on the phone, she has since developed into a highly skilled and confident professional. Her journey exemplifies how apprenticeships can be a powerful tool for career growth, providing real-world experience that accelerates development and prepares individuals for leadership roles. 'Hollie has worked in the Contact Centre, moved to Paralegal work with AJJB Law, and has recently moved into our commercial debt team liasing with clients and consumers. She consistently takes initiative and has become a key player in our Quality Assurance efforts,' her employer notes.

Her latest role within Quality Assurance positions her as an integral part of CRS continuous improvement efforts. By leveraging her experiences and the knowledge gained through her apprenticeships, Hollie is now in a position to shape the development of others, creating a culture of excellence within the call centre team. 'Doing the job as well as learning about it makes it so much easier and quicker for me to learn and gain experience, ' Hollie states, reinforcing the impact of her apprenticeship journey. Her career trajectory serves as an inspiring example of how dedication, adpatability, and a strong learning mindset can drive professional success.