From Apprentice to Director: Brooke's Career Reaches New Heights with Baltic

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When Brooke Urwin started her career at Baltic back in 2011 as a Telesales and Marketing apprentice, she had no idea that she would one day become a company Director.

Brooke, 26, has risen through the ranks to the brand new role of Customer Success Director at our Head Office in Newton Aycliffe.

As Customer Success Director, Brooke will be responsible for the overall customer experience strategy. She will work alongside the operations team of Baltic trainers, Learning Mentors and Co-ordinators to optimise the customer journey, helping apprentices to achieve higher grades and get the most from their learning experience.

“Becoming a Director within Baltic has always been a long-term goal and an ambition of mine, I love what our company stands for and I’m thrilled that the time is finally here,” said Brooke. “It’s an absolutely honour to represent Baltic, to support and give direction to my teams and to have an overall influence in our business’s success. Not many people can say that they can see themselves retiring at the first place they ever worked – not out of complacency, but out of choice.”

In her previous roles at Baltic, Brooke has moved from a Telesales and Marketing Apprentice to Marketing Executive, Marketing Manager, and Senior Marketing & Brand Manager.

“I am absolutely delighted at Brooke’s promotion to Customer Success Director,” said Tony Hobbs, Managing Director at Baltic Apprenticeships. “From the very first moment she joined the business as a young apprentice, Brooke has demonstrated all the values required to be successful at work and in life. Brooke is naturally hardworking, innovative and creative. She has a passion to provide the highest levels of customer service to our learners and employers, and is hungry to develop herself. It has been a steep and challenging learning curve for Brooke, but her dedication, strong principles and commitment to our vision have enabled her to achieve her goals.”

Brooke’s first role as a Telesales and Marketing Apprentice was not all smooth sailing, as Brooke explained:

“Apprenticeships were very different back then, they were only 6 months long and nowhere near as technical. The primary part of the role was telesales, and as a 17 year old leaving 6th Form and jumping straight into sales, I found it difficult. But when it came to the marketing side, I really loved the creative aspect of the role.”

After her first apprenticeship, Brooke went on to complete another 6 month IT programme. She then moved to a Marketing Executive role and eventually became a team leader to a group of Social Media and Marketing apprentices; building her knowledge with short courses. She rose to Marketing Manager in June 2016 and was promoted to Senior Marketing and Brand Manager in September 2019.

“In terms of backing and support, I’ve always had really clear role models at Baltic to look up to,” Brooke explained. “When working in the tech industry, one of the barriers for young women is often a lack of role models. I’ve been lucky to never be short of role models here; I’ve always looked up to Tony, Laura, and the other Directors, who have always given me time and encouragement to grow and develop.”

Brooke’s latest promotion comes at a time of growth and innovation for our County Durham based firm. Recently crowned Skills Developer of the Year at the North East Dynamites Tech Awards, Baltic Apprenticeships have recently added Data as a new subject to our course catalogue and are expanding our presence into a series of city-centre hubs including Newcastle, Middlesbrough, Manchester and London.

“I’d like to say that over the next few years, our learner journey will be exactly how we envision it,” said Brooke. “Baltic wants to grow, we want to support more and more young people entering the tech industry, and I’ll be playing a part in making that happen. It’s really exciting to start growing our presence across different regions, to develop long term partnerships with our employers, and to deliver a truly outstanding learning experience.”

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