Jeopardy Controller

About The Role**Why this role matters**:
Avonline Network Services Limited are a leading specialist provider in telecom FTTP network design, build, installation, and maintenance.

Our mission is to deliver what we promise and support our customers efforts in building high-quality communication networks that connect millions of people, communities, and businesses across the UK.

Since our acquisition in 2019 by MGroup Services, Avonline has seen unprecedented year-on-year growth as we strengthen our client base and open new market opportunities.

Building upon a 30-year relationship with Virgin Media O2, we are proud to be the partner of choice supporting the Morpheus Contract through building and maintaining their Hybrid Fibre Coax (HFC) and Fibre-to-the-Premises (FTTP) network, helping them to deliver their 23m gigabit-capable premises build ambition by the end 2028.

We need Work Allocation Controllers who are passionate about what they deliver, thrive off a challenging but rewarding environment, and want to drive the best possible time to delivery with the best customer first experience for our customers and their customers.

**Job Summary**:
As a Work Allocation Controller, you will be expected to operate in a fast-paced environment with a high level of autonomy and not be hindered by ambiguity or conflicting priorities.

You'll need excellent communication skills, written and verbal, in receiving and relaying information. You'll have outstanding attention to detail with strong critical thinking skills to ensure that the status of works is being tracked accurately with sound excel skills and data processing.

**KEY RESPONSIBILITIES**:

- To support the Consumer area managers and field technicians by delivering best-in-class customer first delivery
- Collaborate with field and back-office teams to determine resource requirements and optimal tactical scheduling of work.
- As Jeopardy Controller under your remit, you will be responsible for all work allocation within a designated Virgin Media area footprint and accountable for the area workstack in line with contract SLA’s (key KPIs - attendance, completion, TLOS, reschedules)
- On the day jeopardy management of allocated work and techs including: TLOS allocation and completion; completion of P0 & P1 jobs; escalations and customer critical work; technician sign on / off & expected job comeback times.
- Effective use of work allocation systems ETA & Salesforce. Ensuring that work is allocated appropriately, both systems are aligned, ‘not done’ jobs have been staged correctly with appropriate notes / pictures, CPE app exceptions are dealt with promptly
- Engage with the Area Manager on daily SOD / EOD calls
- Daily interaction with fluidity teams to assure the priority work is ready to be allocated and escalating where there is a risk of failure. Where appropriate, undertaking fluidity activities as required
- Handling technician phone calls which are job related e.g. they need more work, in-fill work, on-site assistance from another crew, GCOMMS maps; etc.
- Handle tech calls for Permission to Fail (PTF) when advising of ‘not dones’ due to issues like OOH / TM / NBR / access / hoist required / etc.
- Responsible for actioning the reschedule of any jobs in the area which are due to fail their SLA
- Input any adjustments to ETA routing for OTD issues such as vehicle breakdowns, sick, etc.

**PERSON SPECIFICATION**
- Effective communication skills
- Self-motivated, able to motivate others effectively
- Good organisational skills
- Results orientated
- Awareness of customer satisfaction

**JOB KNOWLEDGE/SKILLS REQUIRED**
- Proficient in Microsoft Office products including Excel, Word, etc
- Excellent administrative skills and computer literate
- Uses own initiative to proactively resolve issues
- Client and internal customer focused
- Self-motivated and takes ownership
- Good interpersonal skills

The working week is 5 days over 6. Cover for Saturdays is required and a day off of choice will be given when the Saturday is worked. Saturday frequency is approximately 1 in 7. There is also a requirement to cover Bank Holidays.
- About The Company**Why choose us?**

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

- 25 days annual leave plus bank holidays
- 4% matched pension scheme
- 2 x salary life assurance
- Access to our staff discount portal
- Health Cash Plan
- Cycle to Work scheme
- Employee assistance programme
- Recruitment referral scheme
- Payroll giving
- Salary finance scheme

**Inclusiveness**
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