Telecoms Jobs and Careers
Telecoms is one of the most rapidly developing industry sectors in the world. As it has grown, so have the main professional areas within it.
As well as the crucial profession of telecoms engineering, other areas include marketing, customer service, systems development and project management. This article covers some of the key professions in brief.
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Customer Service and Sales Jobs
Standards of customer service can make all the difference between the success and failure of a telecommunications company. How the company responds to customers via its inbound call centre makes a huge difference to customer loyalty.
Representatives must deal with inbound calls on billing queries, fault diagnostics, broadband issues, etc. To a lesser extent they make outbound calls with updates, while liaising internally with technical and accounts departments.
Sales representatives are largely concerned with outbound calls, promoting new services or products to existing customers or attempting to capture new business.
Key Aspects of Telecoms Job Descriptions
- Customer services: the implementation and daily management of designated business accounts. Handling and responding to incoming customer queries, logging faults and trouble shooting. Dealing with billing issues, new orders and logistics support.
- Sales: usually the generation of business with businesses. Making outbound calls to current and new business clients. Following up leads by arranging appointments for sales representatives to visit. Identifying clients' needs and monitoring sales opportunities. Meeting and exceeding monthly call quality and sales targets.
Type of Person and Training
Customer service representatives need to have excellent interpersonal and communication abilities, developed as customer care and service skills. Strong organisational skills and the ability to multitask are highly valuable. The ability to work either on their initiative or within the wider team is important. Patience is invaluable, especially when tasked with handling difficult customers.
Sales representatives have excellent customer service skills, but need to be ambitious with it. Based in call centres and also out on the road, depending on the position, smart dress and a professional attitude is vital. Comprehensive introductory training is usually available, with structured training also available on an ongoing basis.
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Hours and Salary
Call centres frequently operate from 8am to 8pm, although overnight shifts are also available with some employers. The basic salary can range from £10,000 to £15,000, with benefits available. Sales representatives can have a basic salary of £15,000 to £25,000, with sales-related commission and bonuses being far higher.
Customer Service and Sales Jobs' Information
Jobs' board with customer service jobs section:
Careers information and jobs' board:
Sales Support and Account Management Jobs
Sales representatives are largely concerned with outbound calls, promoting new services or products to existing customers or attempting to capture new business. Sales managers are responsible for the team's activities and for managing all the sales accounts, while driving growth through the development of new business. This means winning new accounts and up selling sales to the existing customer base.
Key Aspects of Job Descriptions
- Winning new business through new contracts to supply the service or equipment, or both, to networks, operators, business or domestic customers.
- Preparing and/or executing sales plans based on securing new business or developing existing business further. Planning and forecasting sales figures.
- Achieving sales targets and values by securing meetings with new customers and existing account holders.
- Working within the sales team to execute any team plans for sales development, in conjunction with the marketing team.
- Liaising with other business departments within the company.
Type of Person and Training
Sales representatives have excellent customer service skills, but need to and are ambitious with it. Based in call centres and also out on the road, depending on the position, smart dress and a professional attitude is vital. Comprehensive introductory training is usually available, with structured training also available on an ongoing basis.
Hours and Salary
Call centres frequently operate during normal office hours, although those dealing with domestic customers may operate until 8pm. For those working in the field, travel time and overnight stays may be part of the work requirements. Sales representatives can have a basic salary of £15,000 to £25,000, with sales-related commission and bonuses being far higher. Sales managers earn in the region of £50,000 to £60,000, with OTE being far higher.
Marketing, Product Management, Business Development
Overview
Telecoms marketing is a crucial profession at the heart of most companies. As an intangible service, telecoms companies are always concerned with what the customer requires and needs first. Marketing professionals are often responsible for Profit and Loss, so occupy a key strategic position in the company. Work involves expanding into new territories, identifying and anticipating market trends, contributing to product development, as well as launching new products and services to existing and new customers.
Key aspects of job descriptions
- Developing effective strategies for communicating with existing and new business-to-business and business-to-customer markets, to promote products, promotions and services.
- Liaising effectively with the internal teams (managers, the marketing team and business account managers), providing internal teams with marketing support and campaign plans.
- Using traditional print market materials, advertising, social media and PR to maximise sales opportunities and achieve sales targets.
Type of Person and Training
To achieve success, a marketing manager needs to be focussed and energetic, being a creative problem solver, analyst and strategic planner. As a self-starter with high motivation levels, they also need to be a dynamic leader and supportive team player. Commercial awareness and business acumen are critical.
Graduates are able to start at trainee level, reporting to a product manager or channel manager in large companies. In smaller companies, they may assist a marketing manager. Often, marketing team members have started out as sales executives, before moving onto strategic promotional work.
Hours and Salary
Working hours are usually normal office hours, although longer hours are likely to be required at key times, such as major contract negotiations or deadlines. Salaries are frequently in the range of £15,000 to £17,000 at marketing officer/co-ordinator level, with managers at £30,000 to £40,000 - however, that's a basic salary, with OTE often in the region of £60,000 based on sales delivery. Certain senior positions can yield £100,000 to £200,000.
Telecoms Engineer
Overview
Telecoms engineers work in the Internet and computing industries, as well as networking and telecommunications. Technical engineers are involved in designing, producing and advising on solutions. Managerial engineers are involved in planning projects and overseeing their implementation and delivery. Technical engineers who are involved in designing, producing and advising on solutions.
Key aspects of job descriptions
These engineers work with telecoms equipment, hardware and services. Activities can include some or all of the following:
- Solving problems, assessing situations and applying solutions, utilising ISDN, analogue, T1, T2, SONET and ATM. Handling disruptions of service and producing solutions in advance, and troubleshooting equipment and technical problems.
- Designing and creating telecommunications systems, working with customers to ascertain needs before building communication systems.
- Installing and repairing telephone lines, maintaining and updating equipment; upgrading and integrating existing communication systems with computer networks.
Type of Person and Training
The kind of person to do well has an aptitude for technical subjects, analytical and problem solving abilities, with an understanding of the networks and the physical infrastructures behind digital communications. They are adaptable, being good organisers and co-ordinators.
Telecoms engineers need to possess extensive knowledge and solid skills in circuitry, installation, government compliance and telecommunication systems (including voice, data, radio, fibre optics and waves). Qualifications range from Higher National Diplomas (HNDs) to BEng degree courses, MEng postgraduate degrees or, with professional experience, the status of Incorporated Engineer (IEng). Some large companies offer apprenticeships.
Hours and Salary
The conditions can be tough for telecoms engineers, as they are often working outside in bad weather. Working hours are weekly daytime, other than in periods of emergency. Apprentices usually start on £10,000 a year, rising to around £21,000 a year after six years. Fully qualified engineers can earn between £35,000 and £55,000 at senior level.
Telecoms Jobs Sites
- Information about careers with British Telecom - BT Careers
- Telecoms jobs page, including engineers - www.technojobs.co.uk/telecoms-jobs
Educational Information for Telecoms Jobs
- BSc degrees in telecoms and electrical engineering in the UK - www.bachelorsportal.com
- MSc degrees in telecoms and electrical engineering in the UK - www.postgraduatesearch.com
