Experience

Following the continued expansion of my responsibilities, I moved into the role of Head of Nut-Ops. This is a broad operational role spanning business operations, development operations and network operations.

The role brings together oversight and support of day-to-day operational delivery, internal systems and automation, service provisioning, network operations and process improvement. I also support the wider team and help ensure our systems and processes continue to scale with the business.

I am also responsible for operational reporting and analysis, using tools such as Metabase and MySQL to produce and monitor key business statistics.

Much of the role builds on responsibilities developed in my previous position, with a greater emphasis on ownership, coordination and operational leadership across the business.

Following completion of my apprenticeship, I moved into a full-time Service Delivery Specialist role, continuing to support customers and manage service provisioning while taking on broader technical responsibilities.

I handled more complex customer queries and escalations, coordinated FTTP installations, provisioning issues and service faults with external network partners, and supported the training and onboarding of new team members.

My technical responsibilities included PHP/Laravel development, network operations, Proxmox-based server deployments and working with AWS cloud infrastructure.

After completing college, I moved into a Service Delivery Specialist apprenticeship at Squirrel, supported by JBC Skills Training Ltd.

Alongside continued customer service responsibilities, my role expanded further into service provisioning and technical operations. I worked with network partners to coordinate new installations, resolve provisioning issues and progress service faults through to resolution, while becoming increasingly involved with Squirrel’s core network and internal systems.

Software development also became a much larger part of my role, with increased responsibility for developing and maintaining internal tools and systems using PHP and Laravel.

Provided front-line customer service across day-to-day enquiries, including answering customer queries, assisting with service issues, processing orders and helping customers through the sign-up and ordering process. The role was heavily customer-facing and focused on providing clear, helpful support across a range of routine requests.

Alongside this, I began working with PHP and Laravel, giving me my first exposure to Squirrel’s internal systems and software development.

Responsible for weekly office cleaning and basic maintenance, including painting and general upkeep. Trusted with keys to work independently on-site outside normal business hours.