Service Support Review

I am currently working on the FVR skill which means daily I am desk based in the office at Adastral Park looking at high faulting nodes and requests from engineers for lengths of cable or civils work to be completed. Essentially fixing old and breaking parts of the network before it breaks fully and puts customers out of service.

I have learnt and now have a good overall understanding of the Openreach copper network. I have been trained on the DIG, ACR and FVR skills since I joined in June 2021. Working with a new team in the office has meant I have also developed my existing team working skills.

I am thoroughly enjoying my programme and working with the team. Everyone is so kind and helpful and this means that I am able to develop my skills and knowledge by learning from them. I am looking forward to continuing to expand my knowledge and learn new skills in the coming months.

The programme is well organised and structured in terms of how we came into the business learning the DIG skill firstly to grasp the basics and then moving us on to more advanced skills such as FVR and ACR. We were aware when we came into the business when we would be starting on FVR and ACR which shows it is well structured and there was a plan in terms of when we would move onto our next skill.

The planning team I am in is extremely helpful and everyone is so friendly which means that it is easier to ask questions and learn. My manager is also excellent and I can go to her to ask anything if I am unsure or need some guidance. I always feel supported my my employer.

I generally feel supported by my training provider when working towards my qualification. We have a classroom session once a month setting out our work for our next apprenticeship day. We also have 1-2-1's occasionally with our training provider to look over the work we have completed to make sure it is to a good standard.

I don't feel that a lot of the things in the qualification are helping me perform better in my role. This is due to the fact that the programme is a customer services qualification however in our job role we are not too customer service focused as we do not speak to end users.

There are emails regularly sent out for lots of different things to get involved in which are usually networking events. However I believe on site there are also sports teams etc. that we can get involved in. However I'm not too sure of their current status due to COVID.

Yes

I had always wanted to work for BT since I was younger. I think that they give you the training and support that you need to bring you up to speed with the network. They also give you the confidence to ask questions and learn new skills as well as getting involved in extra things.

I would definitely recommend applying to BT as it gives excellent career prospects and is a job for life. It gives you the opportunity to learn lots of new skills and meet lots of new people. Every day is interesting and never really gets boring due to the extra bits and pieces you can do away from your normal day to day.