Service Delivery is the process of installing broadband, telephone, or fibre on a copper network. Due to the increase in customer demand within the telecommunication industry; the Group took on the challenge of installing residential and small business phone lines across the nation.
Kelly Group has been working on the Openreach Service Delivery contract for over 12 years. The project started with 7 engineers and rapidly increased over the years to over 950 highly skilled installation engineers who complete service delivery installations.
The Group is delighted to introduce a selection of our Service Delivery engineers; Paul Harding, Lewis Robinsons, and Paul Holdsworth.
These engineers’ dedication and hard work continuously contribute to the success and growth of this key project.
Paul Harding - SD Engineer
“I started working for Kelly group 10 years ago as a service delivery engineer and hoist driver. Throughout my time with the Group, I’ve had the pleasure of working on various projects.
When I’m not in charge of the hoist I complete copper installations or introduce FTTC (Fibre to the Cabinet) connections on residential and business properties in the south region of England. There are different types of PCPs (Primary Connection Points), but the installation principles are always the same. However, I believe every installation is fairly unique and you cannot predict what to expect before arriving at the property – you could find a live connection, or you could end up repairing a faulty connection inside the exchange.
What I enjoy the most about being a service delivery engineer is the independence and responsibility that comes with the role. I’ve become so much more confident in my job as working mostly independently enabled me to improve skills such as problem-solving and strategic thinking.
You have to be dedicated to excelling during your training course and prepared to work hard in the field to become a top engineer.
My proudest moment as an engineer is working as an essential worker during national lockdowns. Being an essential worker filled me with pride especially knowing that my job keeps people connected with their loved ones during difficult times.
I am also proud to train new-to-field engineers who buddy up with me to learn and practice connecting customers to the network. I try to demonstrate and explain every process step-by-step and allow engineers enough practice time before moving on.
Being a service delivery engineer is not a job for everyone, however, Kelly Group ensures you’re set up for success by providing excellent training and support throughout your journey.
Don’t be nervous if your experience is a little daunting and confusing at the beginning of your training, focus on your training and you will understand all aspects of your trade with time. There is a solution for every situation you will come across and if you are ever unsure of what to do next you have a support system to rely on including trainers, managers, and fellow engineers."
Lewis Robinsons - SD Engineer
“I joined Kelly Group in August 2021 as a service delivery engineer, so I am still relatively new within my role. Previously I worked as a landscaper which I never truly enjoyed; when the opportunity came up to join Kelly Group, I didn’t hesitate to take my chance and I’m glad I did because I love my job.
I spend a typical day visiting residential or business properties to install their broadband network. I prefer to complete a network connection test first to understand what condition it is in. Then explain the process step-by-step to the customer ensuring they are aware of any holes that need to be drilled into their walls. Occasionally if the customer requested a phone line to be installed to an existing socket, we simply upgrade it and connect the customer.
I thoroughly enjoyed the training course at Kelly Groups North London National Training Centre. It was an intense course; however, the second week was fantastic when we started to complete practical modules including pole climbing and building simple networks.
I thought the buddy system was great because I had the opportunity to be mentored by a few experienced engineers who all taught different useful techniques and they are always a phone call away if I ever need support. We spend extensive time working individually but engineers and their team managers tend to create a close supportive community in each region – it is nice to know we belong to a big team regardless of the hours we spend alone.
Every day brings a new challenge which keeps our role exciting. Reflecting on my experience so far, my best advice for fellow new-to-field engineers is to learn from your mistakes so you can avoid them next time. Always ask questions, if you’re not sure what caused the issue call one of your mentors because they will have more experience working in the field and they will be able to talk you through a solution.
Since I started working independently, I gained a great deal of confidence in my skills and knowledge. I thrive to continue working as a responsible engineer and complete each install to the highest standards.
I would recommend joining the Group if you like challenges - opportunities are endless within the business.”
Paul Holdsworth - SD Engineer
“I joined Kelly Group as a service delivery engineer 8.5 years. On a typical day, I tend to complete approx. 6 installations however this may be slightly less or more depending on the difficulty of each install. It is possible to receive a difficult installation that involves a full install from the telecommunications pole to the customer’s property – this may a take few hours. In this case, I tend to focus on the task ahead ensuring the customer is happy with their network when I leave their home.
I love my job so much because it’s a combination of building networks and customer service. I am a very talkative person and I enjoy having a conversation with customers. I also enjoy difficult instals - seeing the customer’s genuine smile when they get connected is worth the hours of work every time.
I take pride in every single install I complete; however, my proudest achievement is completing an extremely difficult install. Several engineers attempted to connect this property and I worked hours trying to finish the job until I successfully completed it.
I am also proud to be a training buddy for new-to-field engineers. Learning this trade can be a little difficult but I try my hardest to demonstrate each step of the install as clear as possible.
I would recommend joining Kelly Group as I think it is a fantastic opportunity if you are willing to put the hard work into creating a lifelong career. It is not for everybody, but you will always have someone to rely on during difficult installs.
After 8 years I can still come across installs where I need a little help and I have multiple options to receive support. Both my manager and area manager are extremely supportive of my career. We have a regional engineer group chat where we can contact each other and ask for help.
My advice for trainee engineers is to make notes during your training course and ask your buddy to record important steps of the install on a phone. This way you can always go back to your resources when you need to utilise it while working on your own.”
Kelly Group has multiple career opportunities throughout the UK. We are always searching for talented individuals to represent our brand.
For more information, please call the Kelly Recruitment team on 02084247447.
Alternatively, you can view current vacancies by visiting our careers page.
