Alison Williams

Job title:  Customer Service Engineer
Business Unit: Openreach
Joined:  April 1997

My job as a Customer Service Engineer involves installing and repairing telephone lines and equipment in businesses and homes. One of the big perks for me is being able to work outside in the sunny weather!

I usually visit several customers a day so the specific job and the setting is changing all the time. It can be physically demanding work as you're always carrying ladders and climbing poles, and it helps if you have good problem solving skills. You're dealing face to face with customers every day so your people skills really come into play as well.

Although we're nominally a team, Customer Service Engineers work on their own a lot. That said, I've found that my colleagues are a very supportive bunch and they're always willing to help you solve any problems that crop up. They're only ever a phone call away with help and advice.

One of the biggest challenges of working in Openreach is that you have to be able to deal with constant change both in technologies and working practices. The role of a Customer Service Engineer is in constant flux and you can find your responsibilities changing fairly regularly. Adaptability is the key in this job, but for me that's what makes the job so interesting.

Learn more about what's it's really like to work for BT.