Isaac Hussain

Meet Isaac Hussain, we sat down with him to learn more about how his socio-economic background impacted his choice of career, and why starting a career as an apprentice made an impact financially and professionally.  

Can you tell us about your role and key responsibilities?

I'm a Service Analytics and Problem Management Specialist, it's a mouthful title, I know.  

My key responsibilities are to identify opportunities to support operational teams by being responsible for service analytics and highlighting opportunities to create an enhanced customer experience through continuous improvement. A key component in my role is problem management, which involves reviewing reoccurring incidents and ensuring subsequent prevention actions are driven to completion. 

You mentioned that apprenticeships are a great route for people to take from disadvantaged backgrounds, why do you think this is?

Apprenticeships take a practical approach to learning, with a focus on specific career development where you learn the trade by doing the job. The hands-on experience obtained is vital in developing real world soft and hard skills, unique to your desired profession.

This alternative path to education has no tuition fees for the student and can also help set a steady foundation in their desired industry. Personally, I feel it improves your employability as it demonstrates you have practical skills, with references from established industry leaders. 

Lastly, in most cases, your line manager can set a training plan based on your strengths and weaknesses that is tailored to your development. 

How did your background impact choosing a career?

I chose an apprenticeship route into my career to avoid the student loans. I come from a background with a low socio-economic status. I personally felt, university would set me up for failure. An apprenticeship gave me a small salary that I could use to support myself and understand financial responsibility. I chose a career in IT as I was always enthusiastic about technology as a teenager. 

I didn't predict it would lead specifically into telecommunications, but I'm glad it did. Every issue is a new puzzle to be solved.  

Can you tell us about the Fast Futures scheme?

The Fast Futures scheme is sponsored by employers, like BT Group. It's a training programme with no fee to those aged between 18-24, who have finished school or university and are struggling to get a job. It'll provide an opportunity to learn from experts, access a supportive community and receive mentoring from industry experts. It is a diverse, people powered transformation programme that empowers everyone, regardless of ethnicity, gender or social status. It is worth looking into. 

Do you feel you are part of a diverse and inclusive culture at BT Group?

One of the areas that I appreciate most about the Snow Hill office is the ability to celebrate all cultures, creating an inclusive environment. From the multi-faith rooms to collaborative spaces.

Diversity can be a difficult subject and BT Group play an excellent role in ensuring that it is an open topic that is addressed. This is evident in the way that team leaders embed an inclusive and diverse environment, that involves new ideas and patterns of thinking to achieve the best results, for colleagues and customers.   

Why did you decided to join BT Group?

I was originally hesitant joining BT Group when I was approached, as I believed I would be taking a step, backwards in my career. I was strongly under the impression that there is limited growth in corporations before inquiring with existing BT colleagues, who painted a different picture.

Eventually, I saw the opportunities for growth and the educational investment that BT Group make in their teams. I accepted the role; fast-forward ten months and I have progressed into a specialist role. The opportunities are available if the commitment is invested. 

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