Exeter-based independent training provider, PGL Training Limited (PGL) has won a prestigious contract to provide a Customer Service Level 2 Apprenticeship programme with the Royal Devon & Exeter (RD&E) Trust.  The contract went to open tender and is the beginning of a new programme being launched within the RD&E to provide  excellent opportunities across the South West.


Established in 2004, PGL originally provided training for the construction industry including plumbing and electrical, and expanded into a diverse range of courses such as hair and beauty as the business has grown year on year.  The expanding company has recently recruited 10 new members of staff and currently has circa 50 employees.


As well as its headquarters located in purpose-built premises on the outskirts of Exeter, PGL also has a shop-front presence in Fore Street in the city centre  ‘PGL Careers4u Careers Advice’ where the recruitment team offers free advice and guidance to young people, parents, prospective learners and employers who wish to discuss apprenticeships and training.


The Government has been phasing out Apprenticeship Frameworks since 2017 and moved to Apprenticeship Standards for which PGL provide training in 36 different programmes, offering Levy and Non-Levy Apprenticeships across the region.  The organisation offers basic to advanced programmes with employers, Jobcentre Plus and college partners to meet the needs of priority sectors.

Dean Matthews – Work Based Learning Manager PGL said: “We’re absolutely delighted to have been awarded this prestigious contract.  It’s the first time we have worked with the NHS Foundation Trust and are very much looking forward to training apprentices in Customer Service Level 2.” He adds: “As a long-established private company, we have a strong track record of tailoring programmes to suit employer’s individual needs and offering flexibility to help make the learner experience enjoyable and worthwhile. The key to creating a successful working partnership with RD&E on this customer service programme, will be based on excellent communication between learner, employer and provider which is paramount to achieving optimum results.”


The Royal Devon and Exeter NHS Foundation Trust now employs over 250 staff on apprenticeship programmes, including many completing Level 2 and Level 3 programmes in Administration and Clerical roles. The programme will be delivered at the PGL Training city centre classrooms which also house the recruitment team who are on hand to deal with any Apprenticeship queries.


Lianne Onslow , Learning and Development Manager – Royal Devon and Exeter NHS Trust comments: “ Apprentices are a fantastic addition to our workforce and Level 2 programmes are a brilliant starting block for many to go into a long-term career with the RD&E. With the withdrawal of the L2 Business Administration Framework, it was really important for us to collaborate with a high-quality training provider working closely to create a bespoke programme that meets the needs of the Trust and develops the next generation of our workforce.”  She adds: “PGL have been a brilliant partner  since the start of this process, offering flexibility and innovative ideas to produce a programme

I’m really proud of.”


The initial Customer Service Level 2 is a 12-month training programme based at the Trust with regular taught sessions. PGL conducts a thorough skills scan with all potential apprentices and takes into account each learner’s current experience and knowledge, as well as the skills and behaviours they will require for their new role. This then forms their Individual Learning Plan (ILP) and milestones for the programme documenting the learner journey from Induction to End Point Assessment (EPA).



Andy White , Director – PGL Training Ltd., concludes: “PGL will deliver a programme designed not only to meet the requirements of the Level 2 Customer Service Standard, but also tailor-made to the RD&E.  We envisage the Level 2 Customer Service programme being the first step into the world of the NHS, giving learners the grounding in their initial role within the organisation.  The comprehensive programme is a real insight into not only their current job role, but where it could take them in their ongoing career development.  They could go on to taking Customer Service Level 3, which is a 15 – 18-month course, which could then lead them into a more senior role”

Sign Up

Social Exeter