Service Delivery Review

I work closely with customer's on the front line. Either fixing their phone/broadband or providing them with a new line. I use a tester to ensure the line is working to the best of it's ability before closing the job off and moving on to the next one. Ensuring the network is at it's greatest potential also benefits surrounding customers too. If a line is particularly poor, I will intervene at a suitable location and uplift the network for all customers within the curtilage.

As I am completely new to telecoms, it has been a massive learning curve. Even down to the use of various programs on my laptop has benefitted me greatly. The NVQ has helped me technically in a massive way and I have been able to take that out into the field with me. I now understand the network a lot more as opposed to when I first joined and everything confused me.

I have loved every second of it, you can see from each assessment how much I have been able to grow in my NVQ. Thanks to the patience and support of Lee, I have felt comfortable in my knowledge of the work at hand and put my all into it. Due to Lee making each workshop interactive and fun, I have really grown in confidence and wanted to add that little extra to every document I have created.

Cannot fault it, from the very first day of my NVQ when I still did not understand the network and a lot of what my job entailed, Lee was patient and explained everything in such detail that I not only started to understand certain aspects of the network and company that I hadn't before, but I felt comfortable discussing it in more depth. I came away from every workshop understanding everything that was expected of me and everything that I could expect to work on in the next session.

He has been very supportive, offering any help I could possibly need no matter how small. I have been made to feel like no question is a stupid question and this has given me the confidence to ask if anything is confusing me and I know I will get a really helpful answer without judgement.

Lee is literally always a phone call away, he made that clear from day one and has truly stuck to his word. If ever I have decided to work on my NVQ out of work hours, I have known he would be there to guide me and answer any questions I could be struggling to understand. He does so in such a way that he helps me to grasp the basic concept of what the question is asking me, so that I can then go in to the question understanding what is expected of me.

He has helped me in many ways that I have been able to take out into the field with me. Even just sitting and explaining in detail what my job role is has helped me gain a better knowledge of what is expected of me in my role. This has impacted my work life in such a positive way that I can truly say I am now enjoying my role a lot more.

We have a workplace app which works much like Facebook. Here we can ask questions about the network and other engineers regularly post helpful videos of ways in which we can improve the network as a whole. We also have a chat like messenger where we can talk to other engineers on our patch and offer each other support which we do daily.

Yes

Because it is a great company to work for. From day one they put a lot of money into every new recruit they bring on, from training and hotels to the vans and their regular safety checks. They have introduced greater safety measures when climbing because they care for the safety of every engineer out in the field. Even down to ensuring they know where we are at all times in case the worst was to happen. They then have many discounts on offer for their workers too.

Give it time, don't get frustrated at yourself for not picking everything up at the training centre. I compared myself to the other new recruits too much which I should not have done as everyone learns at a different pace. Every engineer I spoke to said it takes at least 6 months for you to fully understand your role and I never believed them, I thought I was never going to get it. But as they all said to me, one day it just clicked and now I love the role.