Meet our field technicians – Ep. 1

Phillipa Howells

Field Technician Manager

December 7, 2020

Our Field Technician teams are full to the brim with customer champions, hitting the road every day to keep our customers connected. In the first of our ‘Meet the field tech’ series, we talk to Philippa, a shining example of our opportunity to provide career progression. Joining us from the leisure industry as a Field Technician, she’s now progressed to become a Field Technician Manager.   

What is a Field Technician?

Put simply, we visit customer homes and fix faults or install products. We build a rapport with the customer and we aim to make sure that by the time we leave, everything is working properly.


What’s it like working for Virgin Media? 

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 uncertain times.

The company purpose is ‘Building connections that really matter’ and as a technician, we fix broken connections every day in a literal sense. But it goes deeper than that – for many, our services are the customer’s only connection to the outside world. It really matters to them.

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!

It’s also a really inclusive company. We’re trying to encourage more applications for female technicians at the moment, as we want our team to better reflect the customers we serve.


Why might someone want to come and join the team?  

My previous jobs were nothing like this, I used to work in the leisure industry. I found it hard envisage myself in that industry in the long term and knew it was time for a change. I saw the ad for the Field Technician role and all I needed was customer service experience. It was an opportunity to do something totally new and be trained in new skills.

To be great at the job, 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 put a smile back on their face.

We can teach the technical part, but it’s much harder to teach interpersonal skills, so we love it when candidates come with great humour and a natural energy to want to help.


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.

Check out the latest Field Technician vacancies here!

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