Installations Resource Controller Team Leader

**Could you be the person to help us build our future success?**:
**Who we are**:
We are a full-fibre broadband provider with £250m of investment. We are rolling out a 10Gbps FTTP networks and have a plan to cover a total of 1,000,000 premises bringing truly exceptional connectivity services to homes and businesses in the South of England. We want to improve lifestyles and enhance communities by instantly connecting people and businesses beyond today’s broadband.

**Who you are**:
We are looking for forward thinking, enthusiastic individuals to join our team. You will be keen to learn, adaptable and excited to be part of our fast growing organisation.

**What we offer**:
12 Month FTC

Annual Bonus

25 days paid holiday.

Pension

Private medical

Life insurance

Cycle to work scheme

Health Screening

Long Term Incentive Plan

**Responsibilities**:
Resource Control
- Ensure that the engineer calendar is scheduled the most efficient way possible
- Ensure that the jeopardy management of appointments is controlled
- Ensure relevant information is available for the engineers for the jobs with the correct records assigned and any information is communicated with the engineers
- Prepare KPI reports and highlight any problems or issues
- Identify the root causes of issues than impact engineer productivity.
- Working with IT to optimize and automate wherever possible
- Ensure Leave and sickness cover is managed when needed for the resource team
- Be the main point of escalation for the resource team

Customer Coordination
- Own the customer relationship from RFS order to Service Live building on the Swish brand values
- Ensure the resource team manage the customers’ expectations - provide a clear brief of the service and deliver to that brief
- Provide regular progress reports, answer incoming calls, actioning where appropriate, and manage any customer complaints relating to the installation
- Ensure that the resource team communicate with customers to schedule installation dates and any other correspondence relating to the order fulfilment process.
- Ensure Jobs to be completed and dispatched on the CRM system in relevant timescales
- Support non-conformance processes and the resolution of issues that arise during installation in a timely, efficient and cost-effective manner
- Look for continuous improvement opportunities with the resource team and customer journey
- Be the point of escalation from the field management team in regard to scheduling
- Work with the field teams to provide clear, insightful and meaningful reporting to aid the efficiency of the installers
- Oversee case management within the CRM software and ensure that a timely resolution is found

**People Management**
- Line manage the scheduling team
- Set and manahe SMART objectives
- Conduct regular 1:1 and career development meetings
- Coach and develop the team
- Manage performance

**Core Skills**:

- Highly organised individual with the ability to work under pressure and to prioritise workload methodically.
- Problem solving skills for optimizing resource schedules
- Numerical skills for resource and materials forecasting
- Ability to verbally deliver difficult messages to customers resulting in positive outcomes.
- Document control and data entry experience.
- Proficient in using various Microsoft tools (Office 365, Excel, Word, SharePoint)
- Proactive attitude in identifying areas that can be improved to positively impact customer satisfaction and driving these through to completion.

**Essential Experience**:

- Working in a customer facing role, ideally B2C
- Scheduling Field Engineers (ideally in a service environment with multiple visits per day)
- Leading a team of 4+ people

**Desirable Experience**:

- Previous experience working as a Resource Scheduler and/or Project Coordinator within a Telecoms Network Infrastructure company is desirable.
- Salesforce Field Service
- Project milestone tracking and reporting.
- Understanding of Project Processes and Project Flow.
- The ability to collate and interpret data