From learners to members of staff at ACT

While everyone plays an important role within ACT, few can boast once being a learner within the organisation before becoming a member of staff. These employees have a unique perspective on the business and a deeper understanding of the learner journey. 

We spoke to three staff members about this unique journey. 

Engagement Tutor, Callum Taylor, finished sixth form and decided he didn’t want to go to university. He wanted a job instead. 

“After a few weeks of applying for jobs, I wasn’t really getting anywhere so I went to Careers Wales and they referred me to ACT.” Callum explained. “I did a level 1 Customer Service course and after a few months, I was put on placement in Hadfield Road as a teaching assistant. I must’ve done alright, because a few months later I was offered a job.” 

Despite this, teaching wasn’t the first path that came to Callum at ACT. “ACT initially sourced me an admin placement, which I did for a few months,” he recalled. “But it didn’t feel like the right fit for me.” Unsure of his next steps, he returned to the centre to explore other options. That’s when his tutor suggested a placement as a teaching assistant. “I decided to give it a try, and I really enjoyed it. It helped me realise that I was better suited for a role in teaching or training than in admin.” 

This experience set him on a new route. His time as a learner at ACT taught him much more than technical skills – it gave him the knowledge he needed professionally. “I learned how to apply for jobs, present myself in interviews, and become more employable,” he explained. Beyond the practical lessons, he also gained personal insight through wellbeing sessions. “Those sessions helped me think more critically about a lot of issues and prepared me for the challenges of my work placement.” 

His placement as a teaching assistant at Hadfield Road lasted about three months, and it became a turning point in his career. “As the placement was coming to an end, the centre manager took me aside and asked if I’d be interested in turning it into a job.”  

Callum accepted the offer, initially working as a general classroom assistant. About a year later, he transitioned into his current role as an engagement tutor. 

Now, as a learning coach, his role focuses on supporting learners’ wellbeing, but it spans multiple areas. “I deliver wellbeing sessions, have one-on-one chats with learners who might be struggling, and even handle a fair amount of admin,” he said. “It’s a bit of everything, but the most rewarding part is working directly with the learners and seeing their development during their time on programme.” 

However, the transition from learner to staff wasn’t without its challenges. “At first, it was difficult because some of the learners I worked with were people I’d been friendly with as a fellow learner,” he admitted. “But over time, as I gained experience and those learners moved on, it became easier. I’ll never forget my first Christmas party, seeing the staff I worked with as a learner really let their hair down — it was such a different side to them!”  

Looking back, he believes his experiences as a learner have profoundly shaped his approach to his role. “I have so much empathy for our learners because I understand what they’re going through,” he said. “For many of them, we’re not their main priority— they’ve got other challenges in their lives. It’s important not to take it personally when they don’t prioritise their learning.” 

His journey from learner to staff member has also given him a unique perspective on ACT as a whole.

“I’ve seen how ACT works from both sides, and that’s given me a deeper understanding of the learner journey. It’s incredibly rewarding to now be part of that journey for others, helping them navigate their challenges and grow, just as I did.” 

At 17, life after school felt uncertain for Learner Outreach Worker Nazma Hassan. Disengaged and unsure of what career path to pursue, she found herself at a crossroads. “I wasn’t sure what to do,” she said. “But then I met with Careers Wales, and they introduced me to apprenticeship pathways with ACT. It really clicked with me because I’m a practical learner who thrives on-the-job.” 

What made ACT stand out wasn’t just its practical approach, but also the sense of independence it fostered. “I loved that ACT didn’t feel like school. That freedom motivated me to stay engaged with my course.”  

Nazma chose to pursue a Business Administration course, seeing potential for growth in the field. A placement in ACT’s Health & Safety department marked the beginning of her journey. “That’s where it all started,” she said. “I completed my Level 1 Business Admin and had the opportunity to progress to an apprenticeship, where I earned my Level 2 and 3 Business Admin qualifications. I then transitioned to the Data Administration team.” 

Her career goals evolved along the way. “When I first joined ACT, I thought I wanted to be a teacher. But after some work placement experience, I realised it wasn’t for me. I was lucky to figure this out early and pivot toward something that felt like a better fit.” 

Through her time learning with ACT, Nazma gained not just technical skills but also personal resilience. “One of the biggest lessons I learned was how to face challenges head-on and boost my confidence. If something didn’t work out, I found alternatives or sought support from my tutors. I became more independent and ambitious, even when some friends started to disengage from the course. I didn’t let that affect my own progression.” 

Her commitment paid off. After completing her Level 1 Business Admin, her line manager saw her potential and recommended her for an apprenticeship role within ACT. “I went through the interview process with HR and was thrilled to be offered the position,” she said. 

For the next 14 years, she thrived as a Data Administrator. Her role encompassed everything from processing learner payments and managing data entry to auditing and reception duties. But her journey didn’t stop there. “Over a year ago, new roles were developed within the JGW+ Programme, and I applied for an Outreach Recruitment Worker position. I got the job, and it’s been incredible. It pushed me out of my comfort zone and helped me grow even further.” 

When a friend suggested to Hadfield Receptionist Jess Stiff that she should join her on a hair and barbering course at ACT, the thought of enrolling had never crossed her mind. But after touring the centre, she was intrigued.  

“I hadn’t even heard of ACT before my friend brought it up,” Jess explained, “but once I saw what they offered, I decided to pursue a Level 1 in Animal Care instead, which eventually led to completing my Level 1 Land-Based Studies.” 

Her decision wasn’t random. A deep fascination with wildlife and a strong interest in big cats had shaped her original career goal – to become a zoologist. “I’ve always been fascinated by wildlife,” Jess said. “The idea of working with big cats and studying their behaviours really inspired me.” 

Her time as a learner at ACT became a period of intense growth, both personally and professionally. The course taught her a wide range of practical and transferable skills, which would prove invaluable in her career. “I developed time management, critical thinking, and problem-solving skills,” she said. “I also improved my communication and research abilities. On the practical side, I learned basic animal care skills like feeding, watering, health checks, and proper handling techniques. I even got hands-on experience with enclosure maintenance, including choosing the right substrates and enrichment items.” 

The transition from learner to staff member was an unexpected but welcome twist in her journey. “I was still on programme when I was offered a job,” she recalled. “My tutor at the time really helped me prepare for it. Initially, I started as a placement learner, but soon they decided to take me on full-time. Now, I work here.” 

Today, her role at ACT involves an array of responsibilities. “I handle greeting and welcoming visitors, managing incoming calls and inquiries, as well as overseeing mail and deliveries.   

“There’s also a security aspect to my role, ensuring visitor protocols are followed, and I assist with learners’ certificates. Additionally, I lead tours of the building, giving potential learners insights into our courses and what they entail.” 

Moving from being a learner to becoming part of the staff wasn’t without its challenges. “At first, it was overwhelming,” she admitted. “There was so much to learn and remember. But gradually, I got the hang of things and started to really enjoy it. The environment here is so welcoming and friendly. When I was later transferred to another centre, I felt nervous all over again, but within a week, I settled in and felt comfortable.” 

Her time at ACT is filled with memories that highlight her growth and adaptability. “One of my favourite moments was being on stage and answering questions from Scott Quinnell about my course and career goals,” she shared. “Another standout experience was working in the café, which gave me valuable skills in a completely different setting.” 

Looking back, she credits her experience as a learner at ACT for shaping the way she approaches her work today. “It taught me how to work both independently and as part of a team. 

“I’ve become more punctual, confident, and financially responsible. My communication skills have also improved significantly.”