Service Delivery Engineer Review

My role involves connecting customers to the Openreach network and repairing faults with customer telephone and broadband services. I visit customer premises to install new cables, visit road-side cabinets and exchanges to complete connections between the customer and the Openreach network. When a customer reports a fault I diagnose where the fault is located and repair the fault.

For initial training we were put into groups of eight new recruits to complete basic induction to the company, followed by practical training for essential skills. This included: Heath and Safety procedures, Street works signing and guarding, Climbing poles, steps and ladders, installing new cables, working on main distribution frames, and connecting jumpers in road side cabinets for telephone and broadband services.

The role is challenging and very enjoyable providing a good introduction to the company and telecommunications engineering. Every day is different and offers a new challenge and something new to learn. There is rarely a dull moment so we are kept busy and always learning. Most of the time we are able to work independently making decisions for ourselves and working out how to resolve the challenges of the day.

The induction programme is very well organised, supported and structured to make a very good experience for new recruits. The training teams are excellent and the field engineers very supportive to give apprentice engineers the best experience they can. The training starts off the job training at one of the designated training centres to provide initial skills before moving apprentices to their primary work area with an experienced engineer and then working independently with easy access to a coach or experienced field engineer.

Openreach provides very good support for apprentices from the initial induction through to working in the field. Apprentices are assigned to a direct manager with responsibility for new recruits. Following basic training apprentices work with an experienced engineer before working independently. Once working in the field apprentices have access to a Coach on Demand telephone service, a designated local coach and contact with experienced engineers.

The NVQ training provider arranges designated off the job days for apprentices to complete training a development which we can rely on to happen as scheduled. A designated assessor is assigned and is available to offer support and guidance. An online assessment system is used to upload training documentation so it is easy to keep track of progress.

The structure and variety of work which leads to recognised qualification provides a sound basis for understanding the job we are undertaking. The training programme is essential to provide the structure and organisation required to ensure that apprentices gain the skills they need to operate in a safe and effective manner.

The company actively encourages apprentices to join and participate with a union. Representatives of the union are invited to initial induction and various other meetings to encourage a relationship with the union. Membership of other professional bodies is also encouraged, including the Institute of Telecommunication Professionals. New recruit managers arrange team meetings to enable apprentices to meet and discuss issues they may have.

Yes

Openreach is a supportive and improving company. Talking to experienced engineers, many have been working with the company for many years, they say that now is a great time to join the company and the environment is improving. There is clearly significant investment in the company and its infrastructure as is grows to meet the demands for improved access to the internet.

Working with Openreach is an active outdoors job, get fit so you are prepared for a day on the go. Climbing ladders and poles will keep you warm but you may need some warm under clothes for the coldest days, get some thick socks and warm gloves! Practice threading small wires through small holes, if you are good at threading cotton through a needle, you'll do well!