From Apprentice to technical support Growing with Phoenix
When Jessica Edwards joined Phoenix, she began
her career as a Business Administration Apprentice,
securing the role through her apprenticeship college.
Her early days were spent taking customer calls,
booking appointments, and making outbound calls —
building a strong foundation in customer service and
operational processes.
But Jess quickly realised she wanted more than a
traditional admin role. After 12 months, she made the
bold decision to step outside her comfort zone and
requested the opportunity to move on to the tools and
train as an engineer.
Building hands on experience
Jess completed just over 12 months as an engineering apprentice, qualifying in Domestic Gas, LPG, and Unvented Cylinders. Once qualified, she began attending properties independently, applying her technical knowledge in real-world settings.
While she valued the skills and confidence this role gave her, Jess discovered that working alone and travelling long distances didn’t suit her long-term ambitions. Rather than standing still, she spoke openly with management about her future.
“Phoenix gave me the
opportunity to explore different paths, develop new skills, and find a role that really suits me. I feel supported, challenged, and excited about what’s next.”.”
The best of both worlds
Recognising her unique skill set, Phoenix offered Jess the opportunity to move into the Service and Repair office as key member of their administrative team, working closely with the technical team. In her current role, she supports engineers and customers alike, handling boiler referrals, sourcing parts, resolving technical issues over the phone, ordering components, and assisting with client audits. Jess describes her role as the perfect mix of admin and engineering — combining technical knowledge with collaboration and problem-solving. “I feel like I’m finally in a role that brings together everything I’ve learned,” she says.
Growth support, and ambition
Jessica enjoys every aspect of her role and values the people she works alongside. Supported by open communication and trust from management, she’s excited to continue developing and has clear ambitions to progress further — with higher management firmly in
her sights. Her experience reflects Phoenix’s commitment to listening to its people and creating opportunities that
align with both individual strengths and business needs. When asked to sum up working at Phoenix in just a few
words, Jess smiles: “Never a dull moment.”
