Meet Owen

Congrats on completing your Customer Service Practitioner Level 2 award! How does it feel?

It feels amazing! After nearly a year and a half, I’ve not only passed but also landed a full-time role here at the hospice. I’m really proud of how far I’ve come.

What are some of the biggest things you’ve learned?

I’ve learned a lot about what patients and their families need from the hospice and how I can best support them. Whether it’s at reception or in the appointment’s office, I’ve learned how to adapt and be as helpful as possible.

How has your team supported you?

They’ve been amazing! They’ve helped me understand all the different parts of the job and always been there to answer my questions. I definitely couldn’t have done it without them.

What made you choose this apprenticeship at St Oswald’s Hospice?

I liked the idea of learning on the job, and when I saw this apprenticeship online, it stood out. It was so different from anything else I’d applied for, so I went for it—and I’m so glad I did!

Now that you’re moving into a full-time role as Day Services Clinical Administrator, what are you most excited about?

Taking on more responsibility and officially being part of the team full-time! It feels like a big step forward, and I’m really looking forward to it.

What will your new role involve?

I’ll be based in the outpatients’ appointments office, helping lymphoedema clinic patients book and rearrange their appointments. I’ll also be sorting transport for those who need it and booking interpreters when required.

What advice would you give to someone thinking about a customer service apprenticeship?

Ask loads of questions—there’s no such thing as a silly one! Customer service is such a great skill to have, and it can open up so many different career paths.

What would you say to someone nervous about coming to St Oswald’s Hospice?

Many people hear the word ‘hospice’ and feel uncertain – but St Oswald’s Hospice is such a warm, welcoming place, full of kindness and support.

What’s been the most rewarding part of your apprenticeship?

Learning new skills and growing in confidence – but mostly, securing a full-time role at the hospice! That’s been the biggest achievement for me.

How would you describe hospice care?

It’s all about support – not just for patients, but for their families too. The hospice is a really caring and comforting place.