After studying travel and tourism at college, Katie was determined to take her career dreams to new heights. When she first applied for a passenger services role at the airport it was a long time coming, but Katie was determined to fulfil a childhood ambition. “Since I can remember, I’ve dreamt of working at Heathrow. Every time we were at the airport I’d say to my Dad, ‘That’s what I want to do!’”

Her people skills soon shone through when she worked as a passenger services agent for Qatar Airways. “Working at check-in gave me great customer service experience. It’s the first point of a customer’s journey and you can meet them with a smile.” Now, Katie’s completing a Level 2 Business Administration apprenticeship as part of her role as Lost and Found Administrator at dnata and her skills are soaring. “Every day I’m learning on the job and applying what I learn on my apprenticeship directly to my role. And the support the academy gives me is great.”

But it’s not just her invoicing and stock auditing skills that have taken off – Katie’s confidence and communication skills have both skyrocketed, too. She’s enjoying learning new skills and developing as she works towards her apprenticeship qualification and takes on new responsibilities in her current role. And after that? “Who knows – I’m excited about taking my career to the next level.”

“I love the atmosphere at the airport. It’s always buzzing, and every single day is different. I’m learning so much on the course and the help I get from the Academy is great – there are always people there to support and advise me.”