Field Services Supervisor

3 months ago

Durham, United Kingdom YouFibre Full time

**Description**:
**Field Service Supervisor**
**Salary - £36,000 per year**

**Location: Durham**

**Reporting to: Head of Field Service**

**Full time, Shift Pattern - 5 days - Shift pattern, Monday - Saturday, 8am - 18:30**
- To be the first point of contact for your Field Service Engineers
- Have a solid understanding of fibre, networking, Wi-Fi and in-home connectivity
- Be able to lead a team of engineers and encourage them to deliver the best level of service possible
- Handle all escalated field service cases and report back to Management
- The Manager must be presentable, polite and someone who thrives on providing the best possible customer experience
- Owning all aspects of YouFibre Field Services in your area including onboarding of staff, training, stock, van management, engineer support, health and safety, KPI’s and reporting

**Key Responsibilities**:

- Resolve home connectivity problems for customers whilst being engaging and polite
- Ensure that customer feedback from their teams engineering visits is 5* wherever possible.
- Ensure team compliance with all necessary audits that meet company standards.
- Be pro-active, and able to manage your own workload without much oversight from management.
- Be willing to step in and lead from the front and do whatever it takes to provide customers the best possible experience.
- Create and implement standard operating procedures across your field services team
- Train and upskill new and existing engineers
- Rollout of new systems and processes
- Identifying weak areas, building and implementing plans to improve these
- Ensure weekly team KPIs are submitted
- Responsible for managing team calendar (Holidays/Sickness)
- Cover engineer absence to ensure WOs are not dropped
- Manage Total Loss of Service report on a daily basis
- Manage Faulty stock returns and engineer waste
- Produce Stock orders for team
- Monitor SHEQSY for your engineers

**Skills, Knowledge & Expertise**:

- Experience working with residential home broadband or similar at an ISP
- Relevant industry experience
- Knowledge of health and safety and industry specific legislative requirements
- Desire to work in a fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
- Excellent attention to detail
- Good Microsoft office skills including Excel

**Why our people love working with us**:

- Equity - yes, a real part of the company
- 25 days holiday plus bank holidays
- Pension scheme that matches your contribution up to 8%
- Phone allowance
- Health care cash plan
- Cycle to work
- Employee assistance programme
- PPE and Uniform provided
- IT equipment provided
- Remote working
- Discounted Gym memberships
- Retail offers - discounts from recognisable brands
- Company Events
- Travel expenses paid
- Annual Bonus up to 30% of salary (discretionary of the business)
- Free YouFibre broadband if you are within our area, plus friends & family discount.

**Like what you see? Here’s what happens next**:
**About YouFibre**:
YouFibre is a small team of experts on a mission to provide Faster, Fairer, Kinder Internet across the UK. Founded in 2019, we’re on a mission to bring ultrafast Internet to our customers.

Guided by the principles of flawless customer support, fair contracts, and affordable pricing, You brings the full fibre experience direct to your home or office to create the best Internet experience possible.

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