Meet the Team - Hayley McConnell Operational Team / Apprenticeship Skills Coach & Technical Trainer
We’re delighted to introduce Hayley McConnell, who brings over 14 years of hands-on telecoms experience to the ITP. With a background spanning faults and provisioning, fibre optics and engineering, and even a spell in medical technology working on cutting-edge equipment, Hayley has built a career grounded in technical depth and real-world problem-solving.
Today, she combines that expertise with her passion for developing others in her role as a Skills Coach and Technical Trainer, helping learners grow their confidence, capability and career in telecoms.
A brilliant addition to our operational team — we’re thrilled to have her on board!
We've grilled her on a few things so we can all find out a little bit more about the latest addition to our fab team!
Can you tell us a little about your career journey and how you came to join the ITP?
My career began at Lloyds TSB, where I worked as a cashier. Although I enjoyed the role, I soon realised it wasn’t fulfilling enough for me. After three years, I transitioned into telecoms, starting in customer service where I handled faults, provisions, accounts, billing, and complaints. This was where my interest in problem-solving really developed, and I particularly enjoyed supporting customers over the phone and guiding them through troubleshooting.
I spent 12 years in this area of telecoms before deciding to expand my skills by studying for a BTEC Level 3 Diploma in Electrical and Electronic Engineering. While completing my studies, I went on to work in the manufacturing of linear accelerators and later progressed into a technical training role.
After having my son in 2023, I needed a role that offered more flexibility, which led me to my wonderful new home at the ITP as a Skills Coach and Technical Trainer.
I couldn’t imagine a more fulfilling role than shaping and training apprentices within the telecoms engineering sector.
What does a typical day look like for you as a Skills Coach and Technical Trainer at ITP?
A typical day involves marking apprentices, uploaded work and guiding them through any challenging areas of their apprenticeship. I also conduct one-to-one reviews to check progress, identify any challenges, and support the enhancement of their skills. In addition, I run workshops covering all technical aspects of their apprenticeship, including health and safety, safeguarding, and wellbeing.
On top of this, I continually work on improving my own training and coaching skills to provide the best support possible. There is never a dull day!
What do you enjoy most about working with apprentices, trainees, or professionals at different stages of their careers?
I enjoy watching people grow and inspiring them with the message that if you want something, go for it, you can achieve it. School was always a challenge for me; I found it difficult to concentrate. However, once I left school and gained real work experience, I discovered a love of learning, even in subjects I had previously struggled with. What I needed was practical experience and support and coaching from those around me to build my confidence and realise I could succeed.
I took a leap and pursued a Level 3 Diploma in Electrical and Electronic Engineering. Despite not having strong GCSE maths results, I successfully completed my Level 3 while working full-time. I am still continuing my studies and am currently halfway through an HNC in Engineering.
Helping others reach their full potential gives me a real sense of purpose and the knowledge that I am making a positive difference in their lives. I was fortunate to have support from others that helped me succeed in what I once thought was impossible, and now I am committed to providing that same guidance and encouragement to others.
Some of your hobbies are carp fishing, DIY and electronics repair, how do these reflect your personality or approach to problem-solving?
Problem-solving comes in all shapes and forms, and finding a solution to any challenge is incredibly satisfying for me. I can sometimes spend hours thinking through how to approach a task successfully, whether it’s carp fishing and experimenting with different methods, DIY projects, finding the most effective and cost-efficient solution, or troubleshooting electronics to understand why something stopped working. I also prefer to try and fix things myself before asking for help or buying something new, simply because I enjoy the challenge and the learning that comes with it.
How do you hope to make a lasting impact on the people you train and mentor at ITP?
I deliver content in smaller, manageable bites, avoiding long technical explanations that can cause someone to zone out. Presenting content in an upbeat manner, making the learning journey fun and engaging. Asking plenty of questions to keep learners focused and also encourages them to think critically and really understand the material.