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Emley Moor, West Yorkshire

Emley, West Yorkshire, United Kingdom

Following Arqiva’s decision to exit the Secure Solutions market, I was presented with a unique opportunity to join a team on the cutting edge of new technologies, and to be part of one of the largest projects the UK has seen recently. As the chosen provider for the Smart Metering Network for the North region, Arqiva have been working with the DCC and (what was formerly) the Department for Energy and Climate Change to prepare their existing infrastructure network for the full UK rollout of gas and electricity smart meters, as well as to liase with manufacturers to provide the physical equipment which will be located within customers homes, and the applications required by the providers (British Gas, etc) to be able to manage these devices. My primary role during this stage of the project has been to anticipate what requirements a Service Desk analyst may have once the service “goes live”, and to provide work instructions. Additionally, the DCC will receive requests from the providers for materials and equipment, and we will provide the link to the manufacturers to ensure that this order is fulfilled promptly and accurately.Alongside the DCC project, we also maintain a live service for Thames Water in London and the surrounding area, providing Smart Water Meters and the infrastructure for these devices to communicate, providing hourly readings. My role within this part of the business has been to produce ad-hoc reports when faults occur, and to actively update the customer whenever a fault does occur on either infrastructure or an individual meter.Finally, we also have an agreement with a company called Sigfox to provide the infrastructure for their M2M/IOT network in the UK, and this is currently being trialled in 11 cities in the UK. Part of my role is to be an SME for Sigfox, to try and relieve the pressure from the project team who are rolling this service out. This is a challenge as the technology is in its infancy.

Emley Moor, Huddersfield

Responsible for logging, prioritising, diagnosing and resolving faults on handheld and vehicle radios, control room (ICCS) and related equipment for a variety of blue chip (eg. Vodafone) and blue light (eg. Maritime and Coastguard Agency) customers. This includes managing varying SLAs for 60+ customers, liasing with various resolver groups including in-house field engineers and 3rd party specialists ie. Phoenix and BT Openreach. The role is very varied, with constant changes and updates which requires not only the ability to work well as part of a team during working hours, but autonomously when on shift out-of-hours. Early in my career here, I had the opportunity to use Microsoft Excel and Visual Basic to automate a report for one of our largest customers. This allowed the team to complete a task - which was being done manually and could take anything from 20mins to an hour to complete - with just a few clicks, and could be completed in less than a minute.

Wakefield, United Kingdom

Day-to-day duties included the handling and logging of incoming calls, allocation of engineers and ordering of spares often within tight SLA’s and with limited available resource. Also I had been responsible for the management of calls handled by 3rd party suppliers, ensuring that they keep us apprised of ETA’s, closures or any issues they may have which will prevent the call from being completed within the given SLA. This often involves liaising with clients and Service Delivery Managers to ensure that costs are kept to a minimum if any problems do occur.

Forres, Morayshire

Initially recruited to assist the Department for Work and Pensions to aid the transition from pension/benefit books to direct payment. Handled calls primarily obtaining account details from members of the public, or assisting those without suitable bank account to create a Post Office account which their money could be exclusively deposited into.Upon completion of this project, I transferred internally into the customer service team for Tesco Home Phone, which at the time was a very new project for Tesco. This began as a simple customer service role, which covered all aspects from initial sign-up, to billing, to cancellations. Within short order, a special team was created to deal exclusively with accounts which were getting into debt. I set myself the task of designing VBA based Excel reports which allowed the team to easily track manual payment plans, and allowed us to at-a-glance spot accounts which were likely to be missed in the system generated reports.