Changing my career from Leisure to Telecoms!

What’s being a Field Technician all about?

In a nutshell, we go to people’s homes and fix faults or install Virgin Media products. We build a rapport with the customer and do our best to make us a brand they can recommend.

Had you done anything like this before?

My previous jobs were nothing like this, I used to work in the leisure industry. I wasn’t happy where I was, I didn’t feel like it was going anywhere and wanted a total change. Then I saw the ad for the Field Technician role and all it asked for was customer service experience. It was an opportunity to do something totally new and be trained in new skills.

Training aside, what kind of qualities do you need to do this job well?

You need to have a positive attitude and be able to communicate with people – luckily, I’m very talkative! Sometimes, especially if you’re fixing a fault, there’s a chance the customer might not be in a good mood because their services aren’t working. But you can talk them around, build a rapport and ultimately change their mind. We can teach the technical part, but it’s much harder to teach interpersonal skills.

What’s your favourite part of the job?

I love the team I work with, they all work very hard. And I love that every day is different, different people, different faults, there’s no chance to get bored!

How do you feel about Virgin Media as an employer?

I appreciate that everyone will have their own opinions, but they’re the best employer I’ve ever worked for. Their benefits package, including private healthcare, is really good – especially in these politically uncertain times.

“Building connections that really matter” is a big part of what Virgin Media is all about – what does that mean to you?

As a technician, we fix broken connections every day in a literal sense, but it goes deeper than that. It’s about building connections between people, and for many, our services are their only connection to the outside world. It really matters to them.

How inclusive do you feel Virgin Media is as an employer?

Very inclusive. We’re trying to encourage more applications for female technicians at the moment, we want our colleagues to be diverse as possible. Virgin Media are also conscious of mental health and bringing these kinds of things to light. Our wellbeing is very important to them.

What advice would you give someone thinking of applying?

100% do it! It was an odd one for me because I didn’t know what to expect when I applied, but it ended up changing my life! It was definitely the right decision for me. I realise some female applicants for this kind of role might have some concerns, but safety and support are paramount. There’s no pressure, if you’re feeling vulnerable there’s always someone to help you.

Posted on by Phillipa Howells