Every apprenticeship journey begins in a different place, but the outcome often shares a familiar pattern — greater confidence, stronger skills, and a clearer sense of what’s possible.

In this case study, we meet Shannon Cosgrove, who chose the Level 5 Operations and Departmental Management Apprenticeship Programme to develop, progress, and take on new challenges. Their story shows how the right support, structure, and guidance can help people grow — not just in their role, but in the direction they want their future to go.

Can you tell us a bit about your current role and what you do day to day?

I always call a GM role a jack of all trades. Leading a team of 35 including a pub with 49 bedrooms and a kitchen that serves from 7am-9.30pm. Fully in charge of recruitment, compliance, sales driving, performance managing team, Reputation, bookings & events, health and safety, GDPR, stocks and controls, P&L.

What was your background before starting your apprenticeship?

I had started in Youngs as a team member 9.5 years ago, did management academy (Young’s internal programme) and then SDP (Young’s internal self development programme) and have been a General Manager now for 7 years.

What made you decide to start an apprenticeship?

I had finished the Young’s internal self development programme and wanted to further develop myself, ideally with a formal qualification. I met with our people team who discussed which apprenticeship would be right for to fit in with my career goals. With eventually being an Operations Manager my main career goal, this seemed like the perfect fit. 

How did you hear about PLG?

I heard about PLG through the company that I work for as this is their apprenticeship provider.

What were you hoping to achieve when you first started?

I was hoping to further my knowledge of what being an Operations Manager was. Learn how better to manage people and manage people with different motivations and learning styles. I also wanted to take some time to develop my skills, particularly in self-awareness and time management.

What have you enjoyed most about the apprenticeship?

I have most enjoyed being able to put names to practices I had already been using. I have also enjoyed the structured sessions, with clear deadlines for work submissions and being able to plan it in to my time from far out.

What new skills or knowledge have you developed?

I have become better at taking feedback, at delegation through the time management pieces and better at training my team, allowing them to have ownership over their own tasks and projects.

I have also been able to think more strategically, and understand that it isn’t just what goes on internally within a business that affects it, and how much the outside world affects the business aswell as being able to step back, see a bigger picture and strategise more effectively for the future.

Have there been any challenges along the way? How did you overcome them?

I moved pubs during my apprenticeship and also went through a £1.1 million pound investment in my new site. Time management during this time was a huge challenge. 

How have your trainer and PLG supported you?

My trainer Drew, was phenomenal. Allowed me to catch up on work in my time, whilst still ensuring I had structure and deadlines in place as he knew this was how I worked. He arranged catch ups over zoom or over the phone, which didn’t feel like pressure but felt like real catch ups with someone who genuinely cared about my wellbeing and progression.  

How has the apprenticeship helped you in your role?

It has allowed me to step back and see the bigger picture. Work on the business rather than in the business and has allowed me to start dipping my toe into the world of Operations Management within Youngs. 

What’s been your proudest achievement so far?

Being able to implement my project into real life & actually making a monetary difference to my business. I thought that the CAPEX project brought all the training with it but it was actually great to implement further change and my team be willing to follow that change even after such a big reopening and the large amount of change they had gone through already. 

What are your plans after completing the programme?

I would like to take on more tasks from Operations Manager to see if practically it is something I want to do. This would include holiday cover etc. I have also been looking after another site since the apprenticeship ended so have been managing two large teams. 

Would you recommend an apprenticeship with PLG to others? Why?

Absolutely. It is really easy in hospitality to feel like there are no official qualifications you can get, and these apprenticeships blow that out of the water. 

If you could sum up your experience with PLG in one sentence, what would you say?

You get out what you put in, but if you put the effort in the personal and professional rewards will override any sleepless nights you had over an assignment!