Hi Amy, Let’s talk about the role of Field Technician and what it’s all about?
Most of all, it’s a customer facing role – we’re often the first face the customer sees behind the Virgin Media brand. Day-to-day, we move from property to property performing a mixture of service and installation – service is fixing problems or faults, installation is the set-up of new customers.
So what attracted you to the role?
I saw a Virgin Media advert on Facebook geared towards recruiting female field-level roles. I’d always looked at these kinds of jobs but never thought it was a realistic option for me. I’d never done anything like it before, but I’ve always been technically minded, so I thought, “This might be the right fit for me.” I’d always thought you needed experience in the industry or specific qualifications, but it was just a case of applying, you get all the training you need.
We do have great training in place. So what kind of qualities does someone need to do this job?
You definitely need to be confident in your abilities. By going into people’s homes, you’re entering someone’s personal space so you have to be mindful of this. Sometimes customers might not be happy due to problems or faults, but it’s an opportunity to turn their opinion around. Customer-facing experience can be helpful but as long as you enjoy and can speak to lots of different people with the aim of helping them then that’s the most important thing.
What’s your favourite part of the job?
I like that we’re not in the same place all the time, you get to meet a lot of different people and hear a lot of stories. And the team is great, I’ve worked in many different places, but I’ve never been this well supported. We’re so connected even though we’re not trapped under one roof with each other.
And how about Virgin Media as an employer?
There’s a lot of support and Virgin Media always make sure you have the training you need in order to make the role your own. There’s always an experienced person you can turn to for advice. There are lots of opportunities to develop your career too. There are chances to move around the company, support other teams and have an insight into the kind of work your colleagues do.
“Building connections that really matter” is a big part of what Virgin Media is all about – what does that mean to you?
Firstly, it’s the customer. Being able to build a relationship with them, having the opportunity to influence their opinion, and repairing connections both literally and figuratively. We’re the frontline in that way. Also, it’s about connections within our team and the wider business. You need good connections between everyone because you can’t fix every problem yourself, you might need someone else’s expertise. There’s always someone you can ask.
How inclusive to you feel Virgin Media is as an employer?
Very inclusive. I’ve been part of a focus group where people from across the business, from thirty different locations, come together to discuss a range of topics and understand people’s differences. Just making sure we know who needs extra support, or even just things like making sure everyone has the right uniform. The whole team is really supportive, no matter who you are.
What advice would you give someone thinking of applying?
It can be a tough job and there are a lot of different aspects to it, so you need to be willing to learn new things. There’s always time to learn and develop. Just go for it, it doesn’t matter what your experience, gender or background is – there’s nothing to hold you back.