Blog

Hi, my name is Mark and I am a Talent Development Consultant for O2. That means that I am trainer and help deliver numerous training programmes to the people that work in our stores.

Recently I have been delivering part of our 3 Day Orientation workshop. This workshop is aimed at giving all new starters an introduction to O2, how we operate and how we do business. An introduction to our reward schemes, our People Promise and how we look after our customers on a day to day basis. All of this is just in day one! Day two is my favourite day, because we get to play with loads of live devices as we learn about a number of our products and services. One minute we could be playing with BlackBerry devices, the next iPhone. We also work together to learn about our fantastic laptop range and the O2 Joggler - surely you must of heard of this!!! This day is my favourite because it really helps new starters gain an understanding of our tariffs, handsets and services whilst also learning new ways to link them together. On Day 3 we get to put together all that we learned on day two with our Engage model. Throughout the day we learn O2’s method of discovering where the customer is in their journey, how to meet their needs and give them an awesome experience.

I love to work on delivering this workshop because, the feedback we get tells us that it is a fun-packed, information-filled learning experience that everyone appears to like. Also, it is great to know that the work we put in helps prepare new starters to go and deliver great experiences to our customers.

So how did I become a FAN of o2? I have now worked for o2 Retail for coming up six enjoyable, fantastic and challenging years. I started as a fresh faced 22 year old who was taking his first steps into Management with what I considered to be at the time a company I could use as a stepping stone to get me to my next career goal - that of becoming an Area Manager before I reached ripe old age of 30. I never though that in a million years on that day as I was walking down Princess Street, Edinburgh to take part in an Interview with my now Area Manager that I would have reached that career goal with o2 and now be in a position where I am currently preparing myself to take over my new role as the Area Manager of Area 8 - and I can’t wait to get cracking. I find myself in that position due mainly to some key factors: The people that I work with, the development and commitment in people that o2 offer and the opportunity to grow and develop in an amazing working environment. These factors can only be supported by the people within the business who aided me in my preparation for my Area Manager’s interview. No matter who I spoke to, who I asked for help, support and advice it came back at me tenfold. They were never too busy nor were they not pleased to offer advice, build my confidence and offer other links within the business who could also lend a supportive voice in making sure that I was ready to rock and fully prepared. Again, all of the above can also be highlighted and supported by the amount of training and development I received when I first joined the business, bear in mind that this was six years ago. The changes to the new starter’s process makes joining o2 an even more enjoyable, rewarding and eye opening start for any NEW employee - You soon realise that you have made the right decision. The training and development doesn’t just stop there though. Throughout my time in o2 being a Branch Manager and then a Senior Branch Manager I have had ongoing regular training that makes you feel valued as an employee. No matter who you are or what grade you are at you can’t get away from the fact that o2 wants every employee to grow and develop as individuals. The time, support and resourses that are invested in every employee is simply something that as a person makes you believe in o2, trust o2 and in turn makes you become a FAN - They do really live up to their people promise in everyway. So, in March I took part in an Area Managers Assessment Centre with eight other Senior Branch Managers from around the business. I prepared by asking people within the business for help and support which as mentioned before was very much there for me to use. The assessment centre on the day was very challenging and tested my skills, nerves and confidence, however without the time invested in my development by my Line Manager and more importantly o2 I do feel that I would not have been in such a position at such an early stage of my career with o2. A week or so later I took a call from my Regional Manager to be told that I had passed the Assessment Centre and had gained the Role, with it came a mixture of delight and also a sense of commitment that the business had used all the available tools to help get me in a position to be able to take myself onto the next level. So what is the key message to take from everything I have said? It’s very clear whenever you speak to anyone within the business: o2 believes in its employees, gives them the tools and training to not just do the job but to become an expert at it no matter your Role. In most companies that I have worked in these areas are sadly lacking. It recognises and rewards people’s successes and makes you feel not just part of a team but part of a family. Why o2? It’s a simple reply: Who else or where else would you want to work when o2 places its people and customers at the centre and heart of everything that they do. Your dreams, ambitions and goals can be reached when you work for a Company that you believe in. We’re better connected in everyway. 

  - Stew

A few months ago, we trialled splitting two of our Areas (made up of 29 stores) into three Areas. So each Area Manager was looking after about 10 Stores each. The feedback from the people involved was amazing. They felt better connected with each other, more supported by their Branch and Area Managers and more efficient and productive. Sales figures improved for the Region and the customer experience went through the roof!

Following this great success, we decided to change the entire Retail structure. We are going to have more Divisional and Area Mangers to support our store teams. As the Area Managers will each have fewer stores to look after they’ll be able to spend more time in store coaching and supporting the teams to deliver better performance.

The change in structure meant that we would have an additional 14 areas and 2 divisions. Taking us from 24 to 36 areas and from 3 to 5 divisions. WOW!

So, we now had 14 Area Managers and 2 Divisional Managers to recruit!

Our recruitment process started in February and is just coming to a close now. We have run a total of 12 selection events, seeing nearly 100 candidates. We received a staggering 1,692 applications for the area manager roles and 365 for the divisional manager roles.

The great news is that we filled 9 out of the 14 area manager positions and one of the divisional roles with our own internal people.

The new structure kicks in on 1st July, so just a few weeks away. Very exiciting times ahead, with lots of new teams, new managers and a stack of new experience to really drive our business forward and bring us even closer to delivering the customer exactly what they want

Sonia

Recruitment Consultant�