Sam Mutiti, Senior Operations Consultant
It’s been a remarkable journey.
When I started in 2008, the company was small with only two guys in Ops and the Ops Director Phil.
I thank Phil and Rob for giving me a chance back when I didn’t have much knowledge and skills in telecoms apart from my Greenwich Uni course, more theory than what you get in the working environment.
I covered the majority of calls as an operator, 1st point of contact. And spent most of the day going through the company intranet pages (good fun), comms business magazines (I didn’t think these existed) and Openreach handbooks. What an interetsing read!
Evenings were not any different, I took the information home and spent most of my free time trying to understand telecoms jargon.
It was Tough going for the first few years learning the ropes and getting used to the ever-changing structure of the company, clients and vast range of products and services.
Not to mention the accents! Improving my pronunciation and general speech in a foreign tongue. Though I had spoken English for most of my this was very different.
By the third-fourth year, I was more confident and able to handle and even enjoy the job. By then the company had moved office and doubled its total number of employees. I was no longer the 1st point of contact more of middle ops guy with a better grasp of the industry but still a lot to learn, it never ends.
In the fifth year, I had a run at Ops team deputy leader covering for the team leader when he took his holidays. The days felt long and back breaking. Not an easy task trying to manage blokes with skill but very different temperaments and approach. It was almost stressful, but because if I was used to the demands of the job and having to keep an eye on everyone it was a great challenge, and a bif responsibility as you are responsible for the teams success and failures.
Then there was a mix of pre-sales who were learning all about the products and services we offer so that sales could pester you and not get the solution design wrong. It was quite a learning curve but a good move.
By the 7th year I was working remotely back home in Kenya and there was shifts in my role, working with less supervision and so I needed discipline, attention to detail and doing my best to avoid a cloud of average which can easily happen when no one is watching.
And some challenging tasks were put in my lap. I was to begin to supervise a few of our big clients that Rob the MD managed. I had to keep an eye on all their orders and issues to ensuring it didn’t have to get to Rob and Phil (If it did, I had failed, such a bad feeling) I thank both for trusting me, didn’t think I was up for it. But I am thankful now that they did.
One thing I was not prepared for was the direction by Phil to start a local team in Kenya. He always has great ideas and vision. To which I said yes why not!
Having only managed the Ops team a few times and not having done much of interviews and running a team from the ground up (with Phil’s help) was something. But we did and now we are a team of 5 it’s been challenging but exciting. I never thought I had it in me and seeing the three lads and lady learn and grow as I did and even better than I ever thought was fulfilling.
But I have had and continue to have a lot of help from the team, Phil (legend and great mentor), Paul the Ops Manager (he oozes out with knowledge, gosh he knows his telecoms and he is fun), Jonny and James the other team leaders (these two are fantastic!) and the rest of the team in the UK, always willing to help, including Sales.
I know what the future holds for BtL, it’s a bright one. As it adapts to the market and spear heads great products like Cityfibre and NFON, its bound to be a leader in Comms and I hope I will be part of that great future.