Careers

Gerard Fox, Technical Customer Service Advisor

“I love not knowing what the next call’s going to be about.”

“I’ve got to admit, the call centre environment was very different for me. Before I joined O2, I used to be out and about supporting IT engineers. It took a month or two to get used to working here. But now, after seven months in the job, I’m used to picking up calls about all sorts of broadband queries, from installation to billing. I didn’t have a lot of experience with broadband specifically when I started. However, I am a bit of a computer geek, so it wasn’t difficult to get my head round it.

I love not knowing what the next call’s going to be about. I’m one of those people that really loves to be challenged, and in this job, there’s a learning curve to climb every day. I try to solve every call in one go, without having to pass it onto second line support. We have all the tools here you need to check out problems: everything from X-Boxes and PS3s, to Apple Macs and laptops, complete with Windows XP and Vista. That way, you can see exactly what the customers are talking about when they call up with technical problems.

I’d say you need a reasonable understanding of computer systems to do this job. Although there’s plenty of training, you’ve got to have some working knowledge of what you’re dealing with. An interest in the area helps too! Technology changes on a daily basis in this field and you have to be alert to developments.”

Sara Erskine, Technical Customer Service Advisor

"Because I handle every aspect of customer support, no two calls are ever the same."

“I deal with customer enquiries about broadband. It can be absolutely anything, from billing to activation – my training has definitely been put to good use! When I started, I spent six weeks learning about customer service skills and O2 products. It was very thorough.

I like the variation I get in my job. Because I handle every aspect of customer support, no two calls are ever the same. The atmosphere’s good too. It’s a friendly place and there are X-boxes and computers with internet access around for when you want to chill out during your breaks. In Broadband, we also have the ‘sandpit’ – an area that’s set up with all the different systems our customers use. We can then replicate the problems they’re having and try and find a solution. There are laptops, Macs – all sorts.

When it comes to rewards, we have the ‘Outstanding’ Programme. It’s a monthly prize for people who’ve done something exceptional for customers or the company. You could win anything – sometimes the prizes are a bit daft! At the moment, they’re offering things like an extra half hour at lunch.

I think knowing how things work and having good technical knowledge is essential in this job. Being determined to give customers the best is helpful too, but there’s training for that. A natural grasp of technical processes is what’s really necessary.”

Scott Christie, Broadband Sales Advisor

It’s probably one of the best sales jobs I’ve had.

“I speak to people who are calling up to ask about our broadband services. I answer their queries and explain what we offer. It’s probably one of the best sales jobs I’ve had. There’s no cold calling in my job – it’s inbound sales only.

I joined O2 from another mobile operator. I used to pass the O2 contact centre every day and think, ‘that looks really nice’. It’s in a great location with loads of facilities: pool tables, X-boxes and internet access. Even an on-site restaurant. The atmosphere’s great, as are the people I work with. It’s a really good team – we’re currently arranging to go go-karting together. Last year O2 hired out a nightclub just for us, and paid for all the food and drinks – it was great!

I would say you have to be quite an upbeat person for sales. A sales background is good, but it’ more about being the sort of cheerful person who comes to work on time, works hard and enjoys themselves. It’s definitely worth it: in five months I’ve won a digi-cam and £50 of shopping vouchers! In fact, there are prizes to be won every month – including I-pods and champagne – all you have to do is perform well.”