Service Delivery Field Manager

2 weeks ago

Oxford, Oxfordshire, United Kingdom Substantial Group Full time
Job Title: Service Delivery Field Manager

We are seeking a highly skilled and experienced Service Delivery Field Manager to join our team at Substantial Group. As a key member of our operations team, you will be responsible for leading a team of installers, service engineers, and maintenance engineers to deliver exceptional customer service and ensure the highest quality standards in our fibre network deployment.

Key Responsibilities:
  • Troubleshooting Complex Customer Installations: You will be responsible for resolving complex customer installation issues across our UK network, supporting both our partners and in-house engineers.
  • Deployment of New Installation Cities and Expansion of Existing Areas: You will assist in the successful deployment of new installation cities and expansion of existing areas, ensuring an exceptional customer experience.
  • Development and Implementation of Consistent Delivery Processes: You will support the development and implementation of consistent delivery processes and policies, leveraging best practice across the UK network.
  • Field Audits and Quality Control: You will conduct regular audits to ensure compliance with health and safety standards and report any findings back to the team.
  • Installation of FTTP Products: You will be responsible for installing our FTTP products into customer premises where required.
  • Coach and Develop Engineers: You will coach and develop new and existing engineers, carrying out performance management where required to ensure business KPIs are met.
  • Organisation and Scheduling of Works: You will be responsible for organising and scheduling works to be completed by field staff.
  • Complaint Management: You will implement best practices to reduce customer complaints and ensure a high level of customer satisfaction.
Requirements:
  • Experience in a Similar Role: You must have experience working in a similar role, working on or on behalf of the Openreach Network.
  • Coaching and Development Experience: You must have experience coaching and developing engineers with similar experience, line managing.
  • Performance Management Experience: You must have experience with performance management and disciplinaries.
  • Health and Safety Experience: You must have experience conducting risk assessments and hazard identification, with a strong emphasis on health and safety practices.
  • Networking Engineering Experience: You must have demonstrable experience and a proven track record working in a networking engineering environment.
  • Excellent Organisational Skills: You must have excellent organisational skills and be able to communicate clearly and concisely.
  • Physical Fitness: You must be physically fit for manual handling tasks.
  • Excellent Customer Service Skills: You must be able to foster excellent working relationships within your team, with your manager, and with other teams within the company, with an excellent customer service attitude.
Qualifications:
  • Full UK Driving Licence: You must hold a full UK driving licence for a minimum of 12 months.
  • SA001, SA002, S7, S8 or Equivalent: You must hold SA001, SA002, S7, S8 or equivalent qualifications.
  • IPAF 1b: You must hold IPAF 1b certification.
  • NRSWA Unit 2: You must hold NRSWA unit 2 (minimum) certification.
  • Splicing and Testing: You must have experience with splicing and testing.
  • SMART AWARDS: SMART AWARDS certification is preferable.
  • Telecommunications Experience: You must have experience in telecommunications or transferable skills.
Benefits:
  • Equity: You will have a real part of the company.
  • Holiday Entitlement: You will receive 25 days holiday plus bank holidays.
  • Pension Scheme: You will be part of a pension scheme that matches your contribution up to 8%.
  • Phone Allowance: You will receive a phone allowance.
  • Healthcare Cash Plan: You will have access to a healthcare cash plan.
  • Cycle to Work Scheme: You will have access to a cycle to work scheme.
  • Employee Assistance Programme: You will have access to an employee assistance programme.
  • PPE and Uniform: You will receive PPE and uniform provided.
  • IT Equipment: You will receive IT equipment provided.
  • Discounted Gym Memberships: You will have access to discounted gym memberships.
  • Retail Offers: You will have access to retail offers with discounts from recognisable brands.
  • Company Events: You will have access to company events.
  • Annual Bonus: You will be eligible for an annual bonus up to 30% of salary (discretionary of the business).
  • Free YouFibre Broadband: You will receive free YouFibre broadband if you are within our area, plus friends and family discount.
  • Life Assurance: You will have life assurance giving you cover of 4 times your basic salary.
  • Colleague Referral Scheme: You will be eligible for a colleague referral scheme of £500.
  • Continuous Development: You will have access to continuous development and long-term career prospects.

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