From Apprentice to Logistics Co-ordinator: Isabelle’s First Three Years at Today Team

When Isabelle Nickson joined Today Team at 19, it was only her second job and her first experience of working in an office.

Having previously worked in retail, she wasn’t entirely sure what to expect from a desk job. All she knew was that she wanted to be busy, and time-critical logistics soon took care of that.

“I remember it being a big change,” said Isabelle.

“I’d never had a desk job before and didn’t really know what to expect, but I wanted something that would keep me busy. Working in same-day logistics definitely ticked that box.”

Three years later, Isabelle has progressed from apprentice to Logistics Co-ordinator and become a confident member of Today Team’s customer-facing logistics team.

It is a significant change from the quiet new starter who initially felt nervous about speaking to customers.

“The team joke that they’ve created a monster because they can’t shut me up now!” she said.

“The biggest difference for me has definitely been my confidence.”

Learning to trust her judgement

In a fast-paced logistics environment, confidence is about more than becoming comfortable on the phone or via email.

Customers often approach Today Team because they have an urgent delivery requirement, a tight deadline or a problem that needs solving. Isabelle has learned how to assess the situation quickly, gather the necessary information and take the initiative without continually second-guessing herself.

“When I first started, I would ask a lot more questions because I wanted to make sure I was doing everything correctly,” she explained.

“Now, I’m much more confident in my own judgement. I can get on with something, work quickly and think on my feet without feeling that I need to check every decision.”

That ability to remain calm is particularly important when a customer’s original request cannot be completed exactly as planned.

“You never want to simply say no to a customer,” said Isabelle.

“Sometimes the timescales mean that what they originally asked for isn’t physically possible, but you can explain what is achievable.

There’s no point getting stressed about it. You need to establish the facts, communicate clearly and find a solution that works.”

The importance of details and logistics knowledge

One of the challenges Isabelle identified during her apprenticeship was selecting the correct vehicle for each delivery.

Nearly three years of experience have given her a much stronger understanding of vehicle capacities, load dimensions and the practical details that can determine whether goods will fit safely.

“Customers might tell us that they have a certain number of boxes and provide the dimensions, so we need to calculate the overall volume and choose the right vehicle,” she said.

“You also learn to allow some leeway. Measurements aren’t always completely accurate and there are other details to consider, such as the space taken up by wheel arches.

It’s about using the information you’ve been given, but also using your experience to make a sensible judgement.”

This operational knowledge allows Isabelle to respond to enquiries more quickly while reducing the risk of a vehicle arriving that is unsuitable for the load.

Keeping customers fully informed at all times

Speed is important throughout same-day logistics, including the initial response to an enquiry.

Isabelle believes that providing a quick quote is only part of good customer service. Wherever possible, she also tries to anticipate the questions the customer is likely to ask next.

“People usually want to make a decision quickly, so you need to get back to them promptly and give them all the information they’re going to need,” she explained.

“If you can answer their likely questions before they have to ask them, it makes the whole process easier.”

Honesty is equally important once a delivery is underway. Traffic conditions, access arrangements and the time needed to load or unload goods can all affect a job.

“You need to explain the reality of the situation and manage that with the customer,” Isabelle added.

“Customers appreciate being given the facts and kept informed. You don’t make promises that can’t be kept.”

When several urgent enquiries and live deliveries need attention at once, she prioritises according to the relevant deadlines while clearing straightforward tasks wherever possible.

“You look at what can be dealt with quickly and what has the most urgent timeframe,” she said.

“A quote for a same-day delivery has to take priority over something that isn’t needed as quickly.”

The reward is seeing a job completed successfully, with the goods collected and delivered on time and a happy customer at the end of it.

From receiving support to training others

Isabelle credits the two Toms who work with her in Today Team’s logistics department with playing an important role in her development.

Having worked closely together for several years, the team supports one another by checking work, sharing knowledge and spotting potential mistakes before they cause a problem.

“It’s never about criticising somebody,” she said.

“We quality-check each other’s work because we all want the best result for the customer and the business.”

Isabelle is now passing that support on to other colleagues.

She has helped train newer starters in Today Team’s day-to-day operations and systems, including how to book jobs and manage customer requirements.

Being able to provide guidance to others represents another important step for someone who began her own career with no previous office or logistics experience.

Confidence inside and outside work

Although her promotion is an obvious career milestone, Isabelle considers her increased confidence to be her proudest achievement from the past three years.

“I was only 19 when I started and I wouldn’t say boo to a goose,” she said.

“The confidence I’ve gained at Today Team has carried over into my life outside work as well. My friends and family have noticed the difference.”

Her experience has also demonstrated how quickly someone can progress when they are willing to learn, apply themselves and take responsibility.

“I went from being an apprentice straight into my Logistics Co-ordinator role, so in some ways it felt like I had skipped a step,” she said.

“It has shown me what I’m capable of and how quickly you can develop when you have the right attitude and put the work in.”

For now, Isabelle is happy in her role and isn’t setting a specific title or position as her next target. Instead, she plans to continue building her experience and see how her responsibilities develop as Today Team grows.

“Three years ago, I wouldn’t have believed I could be this comfortable and confident picking up customer enquiries and sorting things out without becoming stressed,” she concluded.

“I now know how to get the information I need, make a decision and get the job done.”

A success story for Isabelle and Today Team

Today Team’s Managing Director, Jamie Boyd, summarised how much of a success the last 3 years have been, both for Isabelle and the business.

“Isabelle is a pleasure to work with, and the journey she has been on over the past three years has been amazing.

When she joined us, she had never worked in a desk-based role and had no previous experience of logistics or the same-day courier industry. To see her grow into the Logistics Co-ordinator she is today is a fantastic story for Isabelle, for me and for the business.

She absolutely knocked it out of the park with her apprenticeship and was selected by her college as an example of what good looks like, which was a really proud moment. Supporting her growth and development has been incredibly rewarding.

I know better than anyone how difficult it can be to work in a busy same-day logistics office, but Isabelle comes in and does a fantastic job every day. We receive great feedback from customers about the support she provides and how pleasant, professional and polite she is.

It has been a fantastic three years and a great story for Today Team. I’m really looking forward to seeing what the future holds as Isabelle continues to grow with the business.”

Love logistics, but not loving your current role?

We’re growing, so if you know logistics, enjoy solving problems and feel ready for a fresh opportunity, we’d like to hear from you.

Today Team is a fast-moving same day courier and logistics business based in Warrington, supporting businesses across the UK with urgent, time-critical deliveries.

Since 2005, Today Team has grown from one leased van into a trusted same day courier and logistics provider. That growth has come from high standards, clear communication and a team that cares about doing the job properly.

We’re not looking for people who just want to clock in and coast.

We’re looking for people who take pride in their work, keep their word and understand how important good service is when customers are relying on you.

Open to a conversation?