Meet Dylan, our fab apprentice

Dylan, you recently completed the next level of your apprenticeship with the Trust, with distinction! How do you feel about that?

I am happy to get a distinction and move up to the next level, as it reflects a lot of the work I have put into this. I am also thankful for everyone in the trust who helped me learn everything required, as well as my college tutor Fiona who helped me master the knowledge to pass my End Point Assessment.
How did this journey start?
I was always interested in History growing up in and around Buxton visiting local attractions such as Poole’s Cavern and the Museum, but the Crescent was boarded up and closed for many years. I was applying for jobs and volunteering at Buxton Library & Zink and thinking about working in a library or a museum because they matched many of my interests. However, I would get rejected from many jobs due to lack of experience. I was looking at apprenticeships and found this one on the Buxton and Leek College Website. Because this matched my interests the most, I applied and had a great interview with Ben and Luke where I visited the Crescent Experience, which was very interesting. Then after a few weeks, I began my first day.

Tell us a bit about your time with the Trust?

I started my Level 2 Customer Service Apprenticeship in June 2023, mainly in the Pump Room with Luke and Alfie where I learnt all about how business/retail works. I began to shadow the guides in the Crescent Experience, learning much in the process. Every few weeks, I go to college and catch up with my tutor Fiona. I did my first supervised tour a few months in, which I hope was good as the customers said they enjoyed it. Since then, I have done coach groups, school groups and open days. I’ve visited places like Bletchley Park and watched a football game to unveil an advert board I made for Buxton Football Club. I have even been in magazines such as Derbyshire Life and Pure Peak.
From learning Photoshop and Video Editing in High School, I have been able to digitally create lots of images and videos for the trust. These range from the Pump Room’s signage to official Crescent Experience adverts and leaflets, to our menus. In 2024, I moved up to my Level 3 Business Administration apprenticeship and was nominated for Apprentice of the Year out of all Customer Service/Business Admin students, and this year I was a finalist for overall Apprentice of the Year. This year, I helped write operations manuals, mentored new people on Work Experience and I am expected to implement an Improvement Idea all in accordance with my Level 3 Apprenticeship.

A funny moment?

One funny moment was when I was unexpectedly brought to the Dome for my usual meeting. Many of the people from the Trust were there, which seems unusual for a private college meeting with my tutor. I was wondering if there was maybe something wrong, but it turns out I was a finalist for Apprentice of the Year and was generously treated to a surprise meal in the Dome Bistro.
A moment that had an effect on you?
When you’re tour guiding, it’s rare that you often see people again, as many come on holidays who visit very infrequently. One time, I had a man who said that he enjoyed my tour so much, he returned for another guided tour and was glad to have me again.

Do you think you’ve changed and if so, how?

I am much more confident than before when it comes to giving tours and solving lots of different inquiries. I also have lots of new skills ranging from invoices to tour guiding. I have also greatly expanded my knowledge of local history, as well as venturing further into the local area to help people with tourist information.
What’s the best thing about working in the Pump Room?
The diversity of the role is one of the most interesting things. Whether you’re answering historical questions, tourist inquiries or setting up for an event – there is never a boring day. There is everything from Open Arts to Rock Shows and Weddings. There are also lots of interesting visitors, like historians, pianists and people walking the Pennine Way.

We hear you are setting up a second-hand book stall in the Pump Room, can you tell us more about the idea behind it?

I have always liked second-hand books. When I was growing up, we didn’t often have the money to go to regular book shops, so I would get books from second-hand book shops or libraries. When I volunteered at Zink, I organized their book section to raise money for their food bank. When I visited historical houses across the country, there’s often a second-hand book area, so I thought it’d be a great idea for the Pump Room. It turns out, it was so successful that after I came in after a weekend off, virtually all the books had flown off the shelf! It’s also great for customers to pick up a bargain book and enjoy reading it with a tea or coffee in Pump Room’s historical atmosphere.
What’s next for you?
I would like to keep working here, but I am possibly considering studying a Joint Honours in History and Business Management or English at the University of Derby, which seem like good progressions from my Business Admin Level 3 Apprenticeship here. I will probably decide what to study in future as this apprenticeship ends.

What does everyone else think of Dylan?

Ben Offord, Head of Operations & Volunteering
“I consistently see and hear outstanding feedback about Dylan’s work from our customers through online reviews and verbally in the Pump Room. Dylan is so adaptable, he can entertain and inform children on school visits, give adults fantastic tours and is our go to guy for any historical questions that crop up. He’s faster than Google.”

Luke Bates, Visitor Centre Manager
Dylan has really come out of his shell since being with us, he’s gained in confidence and has started making jokes! He’s like a Swiss clock, you can set your watch by him. He knocks on the door at 2 minutes to 9 every morning without fail and has done that for 18 months. When I walk into the Pump Room, I’m relieved to see him there because he can literally handle anything I throw at him.

Dylan’s Mum, Jo
Whilst volunteering at Zink food bank, Dylan applied for an Apprenticeship at Buxton Crescent Heritage Trust, this was the best choice he has ever made!
He has thoroughly loved working in this local historical area, which is an Information Centre too. BCHT have helped his confidence no end! We would never have thought Dylan would work in customer services, let alone as a tour guide. He has been given lots of experience & opportunities & is hoping to stay on working in this area once his course has ended.
We are very thankful for BCHT for making Dylan feel so welcome & a valued member of the team.”