Working at Indigo – From Contact Centre to Marketing

What is it like Working at Indigo as a university graduate?

By Dylan Griffiths, Marketing Executive

In April 2021, after 18 months working at Indigo, I transitioned from the Service Desk to the Marketing Team to pursue my long-term career-based goals. I joined at an exciting time, where the company was transitioning through a rebrand and marketing was the driving force behind this process. Even within the first weeks, I gained fantastic insight to see the companies’ ambitions matched through a big rebrand.

Being part of this process also allowed me to enhance my marketing knowledge picked up through my University studies, as well as pick up new skills by learning new things on a the job. The whole opportunity and process of progression is something I am very grateful for, as it really does make you feel like a big part of where the company is going.

Now more than ever, career paths are long and winding roads where you are propelled as much by circumstance as qualifications, where transferable skills and a rounded education may be the most valuable assets you have.

Starting at Indigo’s Global Service Desk

I started working at Indigo in the Global Service Desk in 2019 having heard from a friend that it was interesting work with real career prospects. (The Service Desk provides support services for our global customers) I’d heard of the job opportunity through a friend, he had already been promoted and was enjoying the work after a few years at the company. My concern, as I filled in the application form, was that I didn’t have any telecoms or engineering background. Even though the job description didn’t ask for it, I was worried that I might be out of my depth.

What I discovered is that recruitment is synonymous with training in a company like Indigo, and you get to learn on the job. Coming straight out of university, it was daunting at first but the first few months were made easier by the professionalism of the people around me. Indigo provides a friendly and welcoming atmosphere any young person wants when they start a job; I was mixing with many people of different ages and backgrounds who were all willing to help me progress.

New comfort zone

In terms of my experiences in the Service Desk, I found myself dealing every day with big-name global clients. Maintaining a good rapport with customers is essential because it’s what the support side of Indigo’s business is all about. On the other side, you must be able to hold your own in technical conversations with engineers.

Our purpose-built Service Desk is the first point of contact for clients when they have a problem, and it was my job to connect them to our engineers who can fix it. We support over 10,000 sites in more than 90 countries that are always on the go, with no two days the same. My role as a support co-ordinator was very much the middleman, the facilitator for resolving a wide variety of issues.

Early trepidation about spending so much time on the phone is a distant memory; the first confused encounter with Salesforce Field Service Lightning – the software we use for managing appointments – long forgotten. It is amazing how quickly you can feel comfortable with something that seemed so unfamiliar at the start, how talking telecoms has become second nature.

I’ve had shifts where 60 engineers are out on jobs across a dozen countries, so you need to be good at juggling multiple tasks. Of course, it helps that I had a team leader on hand with years of experience if I get stuck. When working at Indigo you are part of a knowledge pool that you can readily tap into if a problem feels insurmountable.

Gaining skills and experience

There is experience gained with using software tools like Salesforce, but I’ve also acquired people skills that are harder to evaluate but just as important.  Although it’s not face-to-face contact, you learn to build rapport with people, particularly engineers who you will be speaking to the most during busy days.

You become quietly accomplished at reading people’s moods, whether it’s a client in a panic or an exhausted engineer. Indigo social events, such as the company Christmas party or team-building activities, are important as well as great fun, because you can put a face to the engineers you deal with every day and there’s an opportunity to get to know each other better.

Another attractive aspect of working for Indigo is the chance for professional development. Service Desk employees can follow a natural career path, becoming a co-ordinator, call handler and eventually team leader. Career development is something that is actively encouraged, and you feel like you will be rewarded if you show willing to grow as a professional while contributing to the growth of the company.

Transitioning from Service Desk to Field Engineer is another option. Working in a contact centre, you are at a different end of the process in terms of how the business works, but pathways are available to help you make the shift and train up if that is the direction you want to travel.

My move to the Marketing team

I now find myself in another team at the heart of the business that is driving so much beneficial change, the marketing department. Combining with creative minds and bouncing off each other’s new ideas only motivates me to give the best I can in contributing my bit to the company.

My move to the marketing team is an example of the internal progressions that are available within Indigo. Seeing a whole other side to the business allowed me to gain more insight into how each department helps contribute to the big picture of keeping Indigo running as a successful business.

What I enjoy most is the fact that all the time I am learning new skills. I am using tools I’d not heard of prior to my new role in Marketing. As mentioned, I’ve had previous experience of marketing work both in University and through other experiences, and every company has different methods of marketing which is something I’ve learned progressively.

Working on two different sides of the business is something I’ve enjoyed doing. Meeting people that work hard has only benefitted me to push myself to the best of my abilities in both roles. Telecoms is a business that is always on the go, and contributes so much to everyday life, especially through the last year throughout the pandemic. Perhaps the biggest revelation has been my appreciation of telecoms as a business sector. We all have a sense of its importance because we all spend so much time on connected devices, but it is fascinating to get the inside track and see how the industry actually works. And from the pipeline of job opportunities within Indigo, I get a real sense of growth and opportunity. In these uncertain times, it’s great to have some certainty and work in a sector that shows no signs of slowing down.

If you fancy a career in Indigo Telecom Group, contact us today.