- What is your current job title?
Repayments Planning & Damage Control Manager.
- Can you tell us about your telecoms career history so far?
I now work with Openreach, but I began working at BT in 1997 as Sales & Service advisor in the Belfast Call Centre, providing customers with new telephone service, existing services & billing queries. I then moved to the Training team to skill & upskill advisors. In 2007 I managed the Major Business Service team providing solutions & dealing with billing enquiries. I then managed a team of sales advisors in the Consumer Team before moving into Network Engineering (now Openreach) in 2012. So far I’ve spent time managing teams in Provision of Service Unit dealing with job fluidity & jeopardy & a Field Engineering with a team of 20 engineers delivering Provision & Repair solutions including network investment. I’ve also spent time managing a Complex Control team involved in Fibre & Ethernet job fluidity & jeopardy. I’m currently managing a team of Repayment Planners dealing with major network alterations in line with some of our largest infrastructure projects in Northern Ireland as well as the Damage Control to ensure strikes to our network are reported, repaired & settled in a timely fashion.
- What made you pursue a career in telecoms?
Openreach has a reputation of a company with high standards, world class product portfolio and great service. Who wouldn’t want to be a part of that team?
- In your opinion, what are the biggest opportunities and challenges for the industry in the next five years?
Opportunities – delivering better service, broader coverage and faster speeds for every customer in the UK.
Challenges – ability to design and provide high speed services faster to rural communities
- What is your biggest achievement so far?
There are so many but the most recent is my current role where every day I get to experience a wide variety of activities with people from across the telecoms industry, in a team I feel very much a part of and contribute to the successes.
- What do you enjoy most about your job?
The people are always number one followed very closely by the variety of work.
- How important is mentoring to you?
Mentoring plays a key role in any person’s development and helps individuals see the options and opportunities available, while raising the standard in our industry.
- What did winning mean to you?
Affirmation that I contribute to an individual’s development by working in partnership with them and incredibly grateful to receive.
- What advice would you give others considering entering an industry award? Did you find the process easy?
Work closely with your colleagues and peers while taking a genuine interest to strive for better.
- What advice would you give to anyone considering a career in telecoms?
Do it! The exposure you get from the technology, talent and professionals you come into contact every day, will turn a career into a fantastic journey.
Find out more about the ITP Awards.