Customer and manager recognition from my decade at BT Group, alongside a 90-day LinkedIn series using my B.E.C.O.M.E. method to help IT support professionals rise beyond the service desk and become high-impact IT leaders.
Across a multi-year period at BT Group, I received a sustained volume of formal peer, manager and duty-manager recognition, together with direct customer feedback captured through verbatim call notes, callback thanks and escalation-resolution records. The pattern spans routine one-to-one support through to complex, repeatedly failed cases and duty-manager escalations, consistently resolved with patience, technical competence and professionalism.
Twenty individual recognition items are catalogued on file, issued by nine different team leaders across at least three recognition schemes, together with company-level recognition. The record reflects a professional standard sustained across a decade at BT Group.
Repeated direct praise for patience, clarity and professionalism, including from customers with little technical knowledge. Several contacted BT specifically—by callback or escalation—to make sure their thanks reached the right person by name.
Successful resolution of cases that had already failed or been escalated repeatedly, including one issue that had failed eight times in seven days and another that had passed through roughly sixteen contacts.
Repeatedly trusted as an escalation point for device, connectivity and account problems, while explaining complex fixes clearly enough for non-technical customers to follow with confidence.
Proactive follow-through after resolution, including checking that a repaired machine arrived safely. The same standard contributed to a team becoming its centre's top-performing resolution team.
Paraphrased from customer and manager notes retained on file. Personal identities remain private in this public edition.
A representative sample of the twenty items on file, grouped by the scheme or route through which each was recorded.
| Scheme | What it recognised |
|---|---|
| Customer feedback | Excellent, patient technical support for a customer who described having no technical knowledge. |
| Stars | A combined Wi-Fi, phone and printer issue resolved with patience and humour; described by the customer as medal-worthy support. |
| Stars | Efficient, professional, calm and constructive service; the customer said their needs were completely understood. |
| Pride | A customer said the service was the reason they promoted BT to their own housing committee. |
| Direct escalation | A duty manager personally relayed a customer's thanks after an outstanding issue was fully resolved. |
| Team recognition | Effective use of resolution tooling that contributed to the team becoming the centre's top-performing resolution team. |
The full record contains fourteen additional recognitions across Stars, CWC, No.1 for Customer Service, Shining Stars and direct manager referral, including the two complex-case resolutions summarised above.
Company-level recognition for sustained service quality and standard-setting performance. Selected as an Exemplar league winner and invited to the recognition event at Cameron House on Loch Lomond.
An Oscar Award recognising the strongest sustained performance improvement across the technical support operation. The original trophy remains part of the documentary record.
August to November 2025: ninety consecutive days of published work. The uninterrupted sequence put a principle central to this work into public practice: consistency compounds.
The BT record shows the standard I sustained within an established organisation.
The 90-day challenge documents what I initiated and built independently.
I set out to help IT support professionals rise beyond the desk, and to do it in the open. Ninety days of daily writing became a working body of intellectual property: the B.E.C.O.M.E.™ Method, a six-stage path from technical competence to industry authority.
A rock-solid technical and professional foundation.
Strategic thinking and deliberate value creation.
To mastery, past the point where most plateau.
Your brand and your industry authority.
And multiply—turning what you know into others’ growth.
And leverage—compounding reach beyond your own effort.
The completed sequence comprised 90 posts, generating 166 reactions, 80 comments and 8,176 impressions across 1,111 professionals reached.
Selected LinkedIn posts marking the launch, first instalment and completion of the challenge. Open any image to view the full-size record.
The same discipline of prevention, ownership and structure runs through both bodies of evidence and through the work this site exists to teach.