Service Delivery Field Manager

10 hours ago

Cheltenham, Gloucestershire, United Kingdom Substantial Group Full time
Job Title: Service Delivery Field Manager

We are seeking an experienced Service Delivery Field Manager to join our team in the South West region of the UK. As a key member of our operations team, you will be responsible for managing a team of installers, service engineers, and maintenance engineers to ensure the delivery of high-quality services to our customers.

Key Responsibilities:
  • Manage a team of engineers to ensure the delivery of services to customers, including installation, maintenance, and repair of our fibre network.
  • Conduct regular quality and safety audits to ensure compliance with company standards and regulatory requirements.
  • Liaise with customers to resolve issues and provide excellent customer service.
  • Develop and implement consistent delivery processes and policies to improve efficiency and quality.
  • Coach and develop new and existing engineers to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Organize and schedule works to be completed by field staff, ensuring that deadlines are met and customer expectations are exceeded.
  • Manage complaints and implement best practices to reduce customer complaints.
  • Onboard new field engineers and provide field training as required.
Requirements:
  • Experience working in a similar role, preferably in the telecommunications industry.
  • Experience coaching and developing engineers, with a proven track record of improving performance and reducing complaints.
  • Ability to conduct risk assessments and hazard identification, with a strong emphasis on health and safety practices.
  • Excellent organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Clear and concise communication skills, with the ability to liaise with customers, engineers, and other stakeholders.
  • Physical fitness for manual handling tasks.
  • Ability to foster excellent working relationships within the team, with the manager, and with other teams within the company.
What We Offer:
  • A competitive salary and bonus structure.
  • A comprehensive benefits package, including pension scheme, health care cash plan, and cycle to work scheme.
  • Opportunities for career development and progression.
  • A dynamic and supportive work environment.
  • Recognition and reward for outstanding performance.

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