Telecommunication Operational Support Coach

5 months ago

North East, United Kingdom MJ QUINN INTEGRATED SERVICES LTD Full time

**Salary**:

- £35,000

**Working Hours-** Between 8:00am
- 20:00pm (Monday
- Friday)

**Company vehicle.**

**Who are MJ Quinn**:
MJ Quinn are an established national organisation, with contracts covering the length and breadth of the UK and Ireland. At MJ Quinn we believe in creating great connections with our customers, our people, and our world. Even though our company is growing our values continue to be at the heart of everything we do.

Our Service Delivery contract with Openreach started with 10 engineers in 2011 and now stands at over 1200 engineers working across all areas of UK mainland. We connect over 25,000 customers to the Openreach network every single week by attending individual appointments for Copper Phone Line provision, Managed Install Broadband provision, FTTP and PCP only provision. We have an experienced network of Area Managers and Coaches supporting our engineers in field every single day to ensure engineers are working safely to provide customers with a great experience.

**Job Purpose / Primary Objective**

The individual will deliver coaching on a one-to-one basis in accordance with an agreed plan based on the full spectrum of MIS reports that are available and support new engineers within the field of Northern England (Scotland and Northeast)

The overall objective of the coaching role is to work with Service Delivery Operational teams to improve the quality and safety in the network and to drive customer centric behaviour. The support Coach will also be involved in rolling out in-field changes to process, new ways of working and new equipment changes, re-assessments, and restoration of any revoked licences.

**Key responsibilities**:
The key responsibilities of this role include but are not limited to the following tasks:

- To always promote a positive and professional image of the department, by adhering to company policies, procedures, and standards.
- Raising and following up on non-conformance reports, to ensure that any actions identified, pursued, and resolved.
- To work safely and responsibly within MJ Quinn’s values and operational policies, procedures, and accepted behaviours to avoid harm to yourself, those around you and our neighbours and communities.
- Maximise performance and delivery of individual engineers, through high quality, supportive coaching interventions for safety, quality, and effectiveness.
- Provide feedback to Management Team on all coaching interventions undertaken and to provide suitably competent engineers to the field teams,
- Make full use of the FPQS system for recording visits and registering issues and resolutions.
- Support new engineers helping them adapt to the working environment and developing their skills and aptitude.
- Support engineers in life in the understanding of new products. Help them with training on new products.
- Deliver local training in the form of coaching workshops as required. This can be either in-field or a need only basis in the Training School.
- Carry out any planned field-based assessment and accreditation programmes as directed by the Operational Support Manager and the AM’s, GM’s
- Carry out the engineers’ Post Training Event evaluation, monitoring, and coaching and to support the delivery of customer commitments, and on-the-day technical assistance.
- Carry out retrospective Quality Checks on engineers work under the direction of the Operational Support Manager.
- Adhere to the M J Quinn Quality Standards.
- Comply with M J Quinn Company Handbook, Policies and Procedures.
- Adhere to all relevant company policies and procedures addressing data protection, data security, cyber security and access to data and information collected, processed, and stored by the company

**Should you feel you have similar experience and you’re looking for a new challenge then we would love to hear from you**

**Job Types**: Full-time, Permanent

**Salary**: £35,000.00 per year

**Benefits**:

- Cycle to work scheme

Schedule:

- Day shift
- Holidays
- Monday to Friday
- No weekends

Work Location: On the road

Reference ID: #HP

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