For many young people, stepping into the workforce early feels like the right move. It can also take you down new and unexpected professional pathways. When chatting to her school careers advisor as a year 12 student and all set to pursue a career in building and carpentry, Rhiannon was introduced to the possibility of Gateway training at her local Mitre 10 MEGA in Dunedin, in partnership with ServiceIQ.

Gateway training provides students with the skills and experience they need to follow a services industry career after school – and Rhiannon was excelling. “In my final two weeks of training, my manager said, ‘You’re doing a great job, you’ve got real potential, would you like a full-time job?,’” she says.

It didn’t take her long to accept the role and, since that day in April 2021, Rhiannon has taken every opportunity to gain experience in different departments; starting off in the trade yard before moving into merchandising, customer service and checkouts, and now dispatch, working her way up to 2IC (second-in-command).

Having spotted her manager working on her own ServiceIQ New Zealand Certificate in Retail – Level 4, Rhiannon asked if this was something she could do too. “I thought if there’s a Level 4, there must be a New Zealand Certificate in Retail – Level 3! I want to get as many qualifications as I can. I knew straight away it was something I wanted to do, and here I am!”

That was at the beginning of 2025, and Rhiannon plans on completing her Level 3 by the end of the year. “It’s been tough in some parts, but I’ve really enjoyed it. My manager has been so helpful in guiding me through it because she has been through it before. I’m also doing it with two other people at the branch, so we talk about it and support each other when we need to.

“It’s made me become a better leader, getting me out of my comfort zone. It’s also helped with my people skills and being able to communicate with my team in ways that I never thought I could before because I’m a very shy person.”

Rhiannon wants to ‘take every opportunity that comes my way’ and because this way of gaining professional qualifications fits perfectly with her work-life balance; learning on-the-job, earning while learning, and being assessed on relevant real-workplace skills, she would like take her Level 4 qualification in 2026.

Rhiannon is now a valued member of the team, showing how on-the-job learning builds confidence, capability, and careers. It’s progress that’s not lost on Nikita Gibson, Learning & Development Coordinator, Mitre 10 MEGA Dunedin. “We have seen significant growth and potential in Rhiannon since she started with us after her high school gateway placement in 2021. She has always had a hunger for learning and improving her skillset.

“Mitre 10 MEGA and ServiceIQ have been really supportive. Clare Van Elst, Service Sector Advisor for Otago and Southland at ServiceIQ] has been great from day one and Mitre 10 MEGA have been amazing in giving me the time to do my assessments.”

“Guiding her towards the New Zealand Certificate in Retail – Level 3 has been the natural step in her progression within the business. Rhiannon has brought techniques and a new-found understanding with her into her new role of Dispatch 2IC – demonstrating curiosity, confidence and forward-thinking. We are very proud of what Rhiannon has achieved this far and are looking forward to seeing her grow even further.”

Through its partnership with Mitre 10, ServiceIQ helps many of its employees upskill and build successful careers in retail – supporting the positive Learning & Development culture Mitre 10 promotes throughout its organisation. “We offer a range of workshops, short and long-term training options internally and also through third-party providers such as ServiceIQ,” says Nikita.

“Mitre 10 MEGA Dunedin focuses on creating a vibrant, future-focused learning and development across the business. Whether team members are working towards growing into a leadership role or becoming a specialist in their area, we try to ensure that learning is accessible and translates directly into tangible, career-enhancing outcomes.”

Rhiannon’s journey proves that with support and drive, great careers grow from real experience.