Jaime Achieves Distinction in Service Advisor Accreditation at Volvo Cars Poole
Volvo Cars Poole is celebrating a major achievement, as our Service Advisor Jaime, has officially passed her Service Advisor Accreditation, and with a distinction across every area.
The accreditation marks the culmination of more than a year of training through Volvo’s Customer Service programme, which focuses on delivering exceptional customer care, understanding business operations, and working effectively as part of a team.
“It covers everything,” Jaime explained. “Customer service, policies, procedures, regulations, how the business work, even how to work well as a team.”
A Year of Learning: Online, On-Site, and On the Job
The apprenticeship blended online learning with in-person training at Volvo’s Daventry Training Centre. Some modules required travel and classroom-based sessions, while others were completed through online platforms and Teams meetings. Jaime also welcomed a few on-site visits from training assessors.
The apprenticeship spanned a full year, followed by a structured gateway meeting and a final assessment roughly three weeks later.
“The assessment took about three and a half to four hours,” Jaime recalled. “Someone watched me at the desk for over an hour and a half, recording everything, while I interacted with customers. That was definitely the hardest part.”
After a tense ten-day wait for results, an email confirmed it: Jaime had achieved a distinction across the board.
Confidence, Growth, and New Skills
Beyond the qualification itself, Jaime said the programme has transformed her confidence, particularly in handling interactions with customers. “I’m so much more confident now.” she said.
The training has also deepened her understanding of the business as a whole. “Once everything started to make sense, the idea of internal and external customers, and how the business operates, it all became really interesting. And now I use those insights every day.”
Making a Real Difference
One moment stands out to Jaime as a reminder of why she loves her job.
An elderly lady, whose husband had passed away two years earlier, visited with his car, something emotionally difficult for her. Jaime spent around half an hour sitting with her, simply talking, making her a coffee, and listening.
“She didn’t have much family. I think she just needed someone to chat to. When she left, she gave me a hug and thanked me. I’ve even set a reminder to email her at Christmas and New Year.”
Moments like this reinforce what Jaime enjoys most: working as a team and helping customers feel truly valued.
A Supportive Team and Inspiring Mentors
Throughout her journey, Jaime credits both Leanne, the Aftersales Manager and Katie, Senior Service Advisor, for motivating and guiding her.
“Leanne reminds me that she started exactly where I did, on the reception desk, at the same age. She shows me what’s possible. And Katie teaches me so much every day. They both really support me.”
The team at Volvo Cars Poole, she says, is one of the things she values most. “We all have different personalities, but it just works. There’s nothing we can’t handle together. Anyone will help you, you only have to ask.”
Looking Ahead: Further Study and Future Ambitions
With the accreditation now complete, Jaime plans to settle into the role before taking her next step: a Level 3 Business Administrator qualification in the new year. “I like both the customer side and the business side. I’m really interested in knowing what goes on behind the scenes.” As for long-term goals, Jaime keeps an open mind, but she isn’t ruling out future leadership roles. “I’d love to be in a manager role one day. I’m not set on one path, but whatever opportunities open, I’ll give them a go.”
A Bright Future at Volvo Cars Poole
Jaime’s distinction is an achievement the entire team is proud of, a testament to her dedication, positivity, and passion for learning. As she continues to grow, contribute, and support customers with her trademark calmness and empathy, Volvo Cars Poole is excited to see where her journey leads next.
Accurate at time of publication [December 2025].