How the King’s Trust programme helped Harvey build his career at Boots

Harvey’s career journey at Boots began through the King’s Trust Get Into programme. With hands-on experience, mentoring support, and structured training in the Customer Support Centre (CSC), Harvey developed confidence, built practical skills, and progressed into a Quality Specialist role.

What attracted you to join the King’s Trust Get Into programme?

During my time looking for a full-time job, I was introduced to the programme through the Job centre. Seeing a programme such as the Get Into held by the King’s Trust, a name I recognised and respected being advertised caught my eye as it offered the hands-on experience I needed.

Can you describe your experience in the programme – what was one standout moment?

The experience was really uplifting and motivating. Being able to gain expertise was really rewarding and provided me with more confidence in myself. The standout moment for me was taking that first call, being able to help a customer over the phone for the first time felt astounding to me and was a real milestone in my journey.

What support did you receive during your time at Boots?

I received phenomenal support during my early time in Boots, from both the King’s Trust and the trainers and mentors in the Customer Support Centre. Training modules were explained perfectly and the in person coaching between calls from the mentors showed me how truly supported I am in the workplace. The Boots recruitment team also provided assistance through a CV Workshop that was provided during the programme and held my first ever mock interview which helped me gauge what the real thing is like.

Tell us about your current role as Quality Specialist – what does a typical day look like?

My typical day in my current role as a Quality Specialist consist of reviewing calls of new Customer Service Advisors and provide feedback on their calls, whilst also doing the same with tenured Advisors. Additionally, I frequently help Customer Managers with their investigations, providing the necessary call data they need to assist them in their role.

What have you learned since stepping into this role?

I have gained a vast amount of knowledge on the various processes and systems we utilise to help our millions of customers who may contact us. Additionally, from the development time I have had in other parts of the CSC (i.e. Real Time Management), I now also have knowledge on business operations and how data is used to streamline our performance.

You supported two different Environmental, Social & Governance (ESG) events – can you tell us more?

Last year, I had the opportunity to support both the ESG report launch and the Unlock Your Future event. At each, I shared my journey through the programme and my career at Boots. I was especially proud to take part in a panel at the Unlock Your Future event, which was designed to inspire young people who, like me, have faced similar challenges. It was a chance to help others build confidence in themselves and their futures, and to show how the programme has truly transformed my life.

What advice would you give to other young people considering a programme like this or starting their career at Boots?

The advice I would give is to go all out and explore all options that are available to you and to never be worried to take that next step towards the career that you’ll love!

Where do you see yourself going next?

I’ve really enjoyed my time at Boots and see a future for myself within the business. I’m especially interested in exploring further opportunities within the CSC, where I can continue to grow and contribute.