Latest Opportunities
Latest Designs
- Purple Rain by Matt Smith
Life@PlusNet
IAN WILD – Product Manager
When did you join PlusNet?
I joined the Customer Support Team in July 2000 - they were the days when PlusNet was still mainly called Force9.
Why did you join PlusNet?
I was an f9 customer who occasionally read the support newsgroups. Coinciding with my redundancy (from a field engineers role for a high street computer seller), a PlusNet support person in the newsgroup mentioned that there were support vacancies. In the same week I was made redundant, I came for an interview, and by the following Monday I had started at PlusNet.
Why do you like working for PlusNet?
I love the pace and atmosphere here. Every day brings new challenges, and I've never had a day which has gone slowly or left me feeling bored. My colleagues share that, and it is superb working with such a committed and enthusiastic bunch of people. At the end of most days I normally feel like I achieved something and learnt something new, and that’s great. We are in an exciting industry too (although it is not without its problems). I like being on the cutting edge of change and am a big advocate of open source and low cost technology solutions. I really appreciate the input I get into making technical solutions work for so many people.
Describe your day-to-day job
I've been involved in customer support and communication for years. Although it's no longer my main role, I still spend a lot of time reading customer comments and trying to understand what the business can do to innovate and improve. My current role is within the product development team. I write the initial scopes for new projects and products and get involved in many of the decisions the business makes. I always try to approach things from a customer’s perspective, and that balances well with other people in my team who are more commercially minded.
What impressed you about PlusNet?
Apart from the amazing food, pool and occasional free beer, working for PlusNet feels like being part of an extended family. There is a unique working culture across the business, and the team approach really seems to yield results. Over the last few years I have felt very proud of the success PlusNet has had in bringing quality low cost broadband to so many thousands of people.
How would you describe the culture at PlusNet?
I find the culture at PlusNet to be one of the most supportive I've come across. Everyone is approachable and helpful, and we work well as a team to solve problems. I can be speaking to the CEO one minute, then a Customer Support rep the next, and because everyone is so focussed on doing their best for the business and the customers, there is far less politics than in many other companies. It's not an easy place to be sometimes - you have to be committed and true to the ‘model’. The model is all about open communications, valuing people on the merits of their ideas and actions (over any hierarchical position) and doing the right thing by our customers and colleagues. I've never seen such a philosophy work as well as it does at PlusNet.
What are the career opportunities like at PlusNet?
My own career development at PlusNet has been amazing. I started on the phones as a support agent, and within a year had progressed through the ranks to become a ‘Senior Technical Consultant” (The most senior technical position within the support centre at the time). I then moved into the Network team, and since then have performed a number of roles, including Technical Support Manager, and Customer Communications Manager. I’m keen to continue to develop my career at PlusNet, and feel I have many opportunities to do so. If you do well at PlusNet, the next challenge is never far away!