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Lynnette Davies

Knowledge and skills learnt during an ILM Leadership and Management Higher Apprenticeship (Level 5) have helped Lynnette Davies deliver significant improvements at the DVLA in Swansea.

Lynnette, 51, from Neath, has been so successful at implementing change, increasing staff engagement and reducing complaints that she has been appointed continuous improvement lead in addition to her role as customer experience improvement manager.

Returning to formal education for the first time in 31 years, she achieved the Higher Apprenticeship through Pathways Training at NPTC Group of Colleges and is now progressing to Operational Delivery Profession Level 6.

Part of a leadership team tasked with empowering and inspiring the workforce, Lynnette led the design and delivery of ‘Customer First Culture’ training for nearly 4,000 staff.