Careers

Mark Walker, Senior Branch Manager

“O2 aren’t perfect but they make a massive effort for their people.”

“For me, there isn’t a typical day because I’m currently performing a dual role: I manage my own store in Salford but I also help the Area Manager run 18 stores across the region. I have to make sure the stores are performing; that people are enjoying themselves; that they’re doing their jobs well; and that they’re being developed. It’s a massive responsibility – but as I want to become Area Manager eventually, it all helps.

In the Senior Branch manager role, I’ve got more scope than I did as a Branch Manager. It’s really a stepping stone between that and Area manager. There’s more opportunity to network and the chance to develop dozens of staff instead of just the six in my own store. In fact, there are about 180 in my region. I often deputise for the Area Manager too.

Although O2 has guidelines, there’s never anything to stop us trying something new. O2’s not stuck in its ways like some companies are. There’s always something fresh. I often find that people who’ve worked elsewhere say they they’re much happier here. O2 aren’t perfect – what company is? – but they make a massive effort for their people.

I think the fact O2 have been market leader for so long really says a lot. They say they’re going to get results and they do it. At the end of the day, I know I’m going to walk away with a nice bonus, because I’ve been given the tools to do my job well. There’s a lot of creativity within the company – the incentives say it all really – I’ve got a member of staff who’s gone to the Caribbean on a week’s holiday that he’s won through O2. I’ve yet to win anything like that myself…but you never know.”

Justin Logan, Branch Manager

“O2 closed all but a handful of stores and took everyone down to the O2 arena. I don’t know any other company that would do that.”

“Although I’m officially Branch Manager for Pontefract, I’m currently whizzing all over West Yorkshire, as I’m helping to manage two other branches. I do the same thing at each store though: opening up, briefing the staff, stock control (that’s the most boring part for me) and dealing with customer issues on the shop floor. That can be difficult sometimes, but if you can turn a complaint into a compliment, it’s all worth it.

I think a lot of it is about having the right personality. You’ve got to be outgoing and able to strike up a conversation. My wife’s an accountant and she says she could never do what I do! You definitely need a sense of humour and a lot of self-motivation.

O2 do notice your efforts and will reward you for a job well done. We have a website called Spirit where we can nominate people for outstanding achievement. I’ve just nominated my Assistant Manager as he’s been looking after the Pontifract store a lot while I’m in Bradford. And apparently one of my staff has nominated me for being a good manager! You never know exactly what you’re going to win; it’s usually just little things. I once won a football shirt, for example – but it makes a difference. There are all sorts of other prizes and incentives as well: my Assistant Manager in Bradford flew to Thailand this morning thanks to O2!

O2 also organised the O2 premiere event last year. They closed all but a handful of stores and took everyone to see the Kaiser Chiefs and Tom Jones at the O2. You could take guests, so I took one of my sons and a colleague took my other son. I don’t know any other company that would (or could) do that.

The thing I really like about O2 is their commitment to their staff. They’re bothered about what you think. I have good relationships with my managers and they always ask how I’m doing. It might sound cheesy, but at O2, they do genuinely care how you are.”

Jenna, Sales Advisor (Sunderland)

“I’ve won three major incentives since I joined: a trip to Miami, an African safari and a VIP trip to Thailand.”

“When I come into the shop in the morning, the first thing I do is check my emails. Customers may want to be called back or there may be issues to deal with. Then, I have a quick tidy up before people start coming in. From then on, I’m busy assisting customers.

It’s not just about selling phones. People come in for advice, repairs, to check costs….they might be buying a phone for their daughter and needing to know what model would be best; planning to go abroad and checking roaming costs, getting their phone fixed and needing a courtesy phone – you never know what’s next. I think that’s one of the reasons I like the job: all the different people. Some are a joy to deal with, others…well let’s just say the experience makes you stronger!

I also love the perks. Before I joined, my cousin (who worked at O2) was always bragging about all the great incentives here. I thought ‘I can do what you do’ and decided to join. That was nearly two years ago. Since then, I’ve won three major incentives: a trip to Miami in 2006, where we were driven round in stretch limos; a safari in Africa (again, five star all the way); and I’ve just got back from a VIP trip to Thailand. The major mobile phone manufacturers work with O2 to reward people who sell the most phones – whoever’s top of the league wins the incentive. You can see how you’re doing on the O2 Spirit website.

I think that to do this job, you have to be really on the ball. Things change very quickly and you have to adapt to any situation. It means taking a lot on board – but enjoying yourself while you do it.”

Sean Whyte, O2 Guru (Edinburgh)

“I was an Electrician in the Navy before I joined O2, so I guess you could say I have a fairly technical kind of mind. I actually joined as a Sales Advisor and was really looking at the role as a temporary thing.”

Two years later I’m still here and have a real career now, so it’s all worked out really well.

Within six months of joining I’d been promoted to Assistant Manager, but when the Guru role came up I decided to go all out for it as I figured it would give me a different perspective on the business – and widen my skill set.

I really enjoy the selling aspect of working with customers, but I thought it would be interesting to work with customers in what is essentially a non-selling role. What I really love about customer service is that it allows you to be yourself and you feel even freer.

What’s really important as a Guru is that you match your approach to who you’re talking to. That means you have to be adaptable. Usually the way a customer approaches a query tells you a lot about their level of technical know-how. The important thing is to put yourself into their comfort zone – not yours!

Sometimes you might solve their issue within a couple of seconds; sometimes you could spend up to an hour with a customer. I’ll always try to show them some other stuff too though – it’s amazing how little people tap into the functionalities of their phones.

To be honest, I can’t really see a downside to the role. To me, it cuts out all the bits that can be a bit tricky like dealing with angry people or going over someone’s tariff. Also, it is very satisfying to help people out. You can see it in their faces. They come in, you sit them down in a big comfy seat, and you can see them thinking “Finally, someone who knows what they’re talking about.” They leave with a smile. And, at the end of the day, so do you.”

Derek Cramb, O2 Guru (Glasgow)

“I’d be lying if I said I wasn’t a bit geeky. I’ve always been quite technically minded and always been into all the latest gadgets. The great thing is now I get paid for it."

In a way, being a Guru is a really consultative role. You work really closely with the in-store team to find out what stuff they would like – or need – to know more about. Then you can go off and design training presentations that help them get a better understanding of our products and services.

Of course, now that we have the Guru role it takes a lot of pressure off the team. They can always refer a customer to you. But I think, even if people only remember half of the things you tell them, it helps everyone feel more confident in what they’re doing – particularly as this is a business that moves so fast.

From my own point of view, I love the fact that I’m not just adding to my technical knowledge; I’m also developing new skills like creating and giving presentations. The last one I did was last thing of a Saturday afternoon – never an ideal time - and I got really good feedback from it (so I must be doing something right!).

Also, from a career development perspective it opens another door to you. As well as being a great preparation for becoming a Store Manager, there’s also the chance to think about going into a training and development role.

Even though among us Gurus there’s a wide range of technical abilities, I do think the most important thing is to be able to communicate with people. I had a call today from a guy who had been into the store before, and he told me how glad he was that someone like me was there to help him. That’s really good because it means you’re building relationships with people.

Before I joined O2 I was an O2 customer and had had a good experience with them, but I’m even more of a fan since working for them. O2 is a business that really knows what it’s about and it also very mindful of the future. That’s reassuring. There are also lots of incentives and little extras that sweeten the deal too. I’d recommend this job to anybody who likes technology and loves working with people.