Client: Bailey Thorpe, Head of Connections
Organisation: Business Energy Direct and Energy Connections Direct
Today's energy market is defined by complexity. Rising customer anxiety and an accelerating shift towards efficiency and sustainability mean energy companies need teams who understand far more than basic customer service. They need people who can leverage genuine industry insight and technical capability with the confidence to provide specialist guidance to customers.
This was the challenge Bailey Thorpe and his team at Business Energy Direct and Energy Connections Direct were facing.
They were already delivering great service, but wanted to strengthen their internal industry knowledge bank and provide more value to the businesses they support. To do that, they needed a training solution built around the needs of the energy sector, not a generic off-the-shelf programme.
Impact Academy delivered a tailored energy apprenticeship programme to help the team develop its wider industry understanding, improve client support and expand the services they could offer.
Bailey needed a programme that moved beyond theory and focused on practical, applicable industry learning.
The goal was to:
Impact Academy delivered an apprenticeship programme specifically designed for the energy industry, combining structured lessons, guided learning and ongoing support from the tutor Maff.
What made the difference was the programme’s relevance to the day-to-day work of Bailey’s team.
Maff's engaging and interactive approach was highly practical and grounded in real examples, ensuring the team could immediately apply what they learned.
"Maff was fantastic", Bailey told us "he was charismatic and interesting during the lessons, engaging us in the content. He was always available to answer questions, and the apprenticeship included new energy-related content that the team had not explored previously."
Elements of the programme included:
Bailey’s team not only gained deeper industry knowledge but could confidently apply it to their roles. They were no longer limited to transactional communication. Instead, they became a knowledgeable, proactive function of the business, offering insights that strengthened long-term client relationships.
Key outcomes included:
For organisations like Business Energy Direct and Energy Connections Direct, the benefits extend beyond individual learner growth.
Specialist training has helped the company:
This is exactly what apprenticeship programmes (such as energy apprenticeships) are designed to achieve when they are industry-aligned and delivered with dedicated support.
Bailey and his team did not just complete a training programme.
They developed practical energy expertise that directly benefits the clients they work with and strengthens the organisation for the future. This case demonstrates how the right apprenticeship, tailored to the sector and delivered with engaging, specialist support, can transform both individual capability and commercial outcomes.
It even reignited Bailey's love of learning. As well as being committed to growing the business and improving the brand's image, he's also starting a Level 6 Bachelor’s Degree in Leadership and Business Management in early 2026, alongside managing his existing role.
At Impact Academy, we are proud to partner with forward-thinking organisations that see apprenticeships not as a tick box exercise, but as a strategic tool to develop talent, improve performance and deliver exceptional value to the people they serve.
If your business wants to develop stronger sector-specific skills, enhance service delivery and build a confident, capable workforce, Impact Academy is here to help.
Contact us today to arrange a Business Skills Assessment for your organisation. We'll be delighted to explore how our tailored apprenticeship programmes can support your growth.
Image Source: Canva