Libby’s journey from shy jobseeker to confident customer service assistant has been a remarkable transition. In her role at Taylor’s Bakehouse in Sorell her new skills and self-assurance are on display. Now, she serves up coffee with a warm smile every work day.
“Working has helped my confidence, I am getting life experience and earning my own money, and in the future, it will help me get a job with more experience,” Libby said.
“Without the support of genU, I feel I would be doing the same thing and wouldn’t have got my first job and be so comfortable doing the things I do now.”
genU started supporting Libby in September 2023. With guidance from genU Support Worker, Mia, Libby identified the areas she wanted to grow before seeking employment. Over the next few months, Libby was supported to build her confidence to talk to people in person and over the phone. She also learned the essential skills needed to deliver a positive customer experience.
In those early months, Mia earned Libby’s trust by listening and understanding her feelings.
A key part of Libby’s training involved Mia accompanying her into shops to practice interacting with their staff. Afterwards, the two would role-play different scenarios and discuss how to handle each one. Mia also helped Libby identify her strengths for her resume and overcome the anxiety she experienced delivering her resume to businesses.
“Libby and I would talk about how this was the first step to getting comfortable with the uncomfortable,” Mia said. “With this knowledge, Libby soon found the courage to drop off resumes with minimal support from me.”
Mia also organised an appointment with a local employment provider. They helped facilitate a trial shift at Taylor’s Bakehouse and paid for shoes and a work outfit. The trial was so successful the bakery immediately talked to her about ongoing shifts. Libby jumped at the chance and was soon behind the counter.
Initially, Mia would stay with the new starter to help guide her through the shift.
“Libby would avoid serving customers and stand back, unsure of what she had to do,” Mia said. “But within a few shifts, her confidence quickly grew as she felt safe and supported in the environment.”
Now, Libby is working independently two days a week, with Mia supporting her as needed. “Her confidence is evident by how she answers the bakery phone, having gone from a short ‘Hi’ to ‘Hello, this is Libby’,” Mia said.
Libby is embracing new opportunities to learn, including starting a barista course at work. “Libby is also working on a new set of goals and has plans to start to tick them off the list soon,” Mia said.
genU CEO Clare Amies said it had been extremely rewarding for the genU team to see Libby grow and thrive, from jobseeker through the interview stages to now happily working at the bakery independently. “Our mission at genU is to help people reach their potential, so we’re delighted Libby is enjoying her role, making a contribution, and feeling part of her community,” Clare said.
And the job is everything Libby hoped it would be, with the favourite part being able to serve people and make their coffees. “I love it! I’ve always wanted to help people ever since I was nine years old! I love making connections with the customers and making them smile.”
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