Customer Service Delivery Review

My role consists mainly of working on the copper network, dealing with faults such as voice issues and disconnected lines. I also install new lines to customer premises which might include installing dropwires, climbing poles and dealing with customers face to face when installing NTE's in the end users home.

Coming from a retail background I have been able to transfer customer service skills and develop them in my new role with Openreach. I have learnt many new skills such in my new role with are specific to my daily tasks such as how to use the equipment provided to me and how to safely use ladders with my new Tetra Kit.

I am enjoying my programme very much, the training I have been provided with has been first class and any issues I have had I know I get speak to anyone to help solve it. On the Job support is always there and very useful but mostly I enjoy the teams and other colleagues I have met as they are very friendly and extremely helpful

We had a vey informative introduction during our first few weeks in our roles. We found out everything we should expect and what's expected of us. we have had some booked days where we can work on Our NVQ work and we also have a lot of information put on our laptops to refer to.

My employer has been very supportive so far, any issues I have had my manager has answered any question I have asked. My buddies who I have been with have also pointed me in the right direction with any information I have needed. The support has been very helpful and I have never been left not knowing what to do.

As I am only in to the first few weeks of my roles I have not seen much of the training provider but that because they have given us time to settle into our new roles, however I do know when my training days are and have recently been in contact with them with questions which have been answered.

Once I have the qualification I feel that my skills on the job will greatly improve and therefore help drive my productivity and standard of work. the ERR we have recently completed has help me understand hope the business works and where I can find any informative about my job or even company policies.

I do know that Openreach have a Facebook group made by some of the colleagues as well as a company page you can join. There is also an internal social network called wired that colleagues can join. I am unsure of any sports team etc but I am sure they can been found on the Intranet or even team building exercises that some of the managers run for there teams

Yes

Everything about the role in openreach has been very positive and I feel very happy and valued in this company. The equipment and tools are all provided including company vehicle, a very well paid apprenticeship and first class training. There is also a lot of options within the company if someone wanted a new challenge

The process for me was long so you do need to wait. Don't rush any part of the interviews as that's when mistakes can be made. Listen to all instructions given and double check any work you do before presenting it to the interviewers, quality more than quantity.