Service Delivery Engineer Review

My current role involves installing and repairing telephone and broadband connections for customers in the High Wycombe area. I work on behalf of the customer's communications provider who utilise Openreach's network. Day to day my responsibilities are to contact the customer and confirm the job and then take ownership in ensuring that customer is in service when I leave.

I had no previous experience of telecommunications so I have been taught how the network runs and how I can safely work in the network. When I started I was only able to access the network that was above ground but at the end of my apprentice year I received training allowing me to work on the underground network as well. I have developed my communication skills with customers and also improved on my own time management.

I have thoroughly enjoyed my year learning, it has been a mix of observing others, training and hands on experience. The support from colleagues and apprenticeship staff have really helped and they have all been enthusiastic and made my time really enjoyable. I look forward to coming into work every day!

As soon as I joined the programme I was given all of the resources I needed to complete the course and given a clear structure and timeframe to complete it. This was really helpful as it allowed me to set goals with my apprentice mentor and allowed me to see the progress I was making.

I have several support systems in place to help me while completing jobs and also with my personal circumstances. My manager is always available to support me with my performance and they have pushed me to progress and ask for more training, I also have a coach that I can call if I have a technical question and there is a coaching helpdesk that will do the same. I have always been supported and always receive new equipment and training to make sure I am working safely.

I had regular workshop days where I would attend to receive help and feedback on the written evidence I produced, they also supported me in completing my ICT level 2 with resources and support before the test. My mentor was always available by phone and I emailed him often with work for him to check.

The qualification was really useful in helping to embed the knowledge I was learning day to day, the was achieved by evidencing skills I had learnt and also through questions about how my role affects customers and colleagues and how I can make sure I make it a positive experience for them. It has helped me understand my job better and ultimately made me a better engineer.

There are a few networking opportunities offered by my company, these are usually through day trips to sites and areas of the business that I otherwise wouldn't get to see. It offers the opportunity to explore other areas of the business, meeting colleagues I wouldn't normally interact with and seeing how my job impacts on them.

Yes

Openreach is a great company to work for, they are always supportive and provide all of the tools and equipment and van that I need to complete my job. All of my colleagues are helpful and friendly and the company offers lots of reward schemes such as reduced healthcare, free internet and TV and childcare vouchers.

I would tell them that it doesn't matter if you don't have any experience of telecommunications, Openreach is a great company to work for and they will support you completely in learning how to do the job. As long as you are good at solving problems and enjoy interacting with customers it is a great job.