Service Delivery Supervisor

1 day ago

Exeter, United Kingdom JURASSIC FIBRE LIMITED Full time

**Key Focus**:
The key focus of this role is to take responsibility for the installation teams, and for end to end delivery of fibre installations throughout JFL’s network.This role requires close collaboration with other teams, and the ability to organise a team of Service Delivery Engineers to ensure that customer needs are met in a timely and effective way.The Service Delivery Supervisor will also be expected to personally demonstrate a commitment to good safety practices and to ensure that team members follow appropriate Safety practices.

**This role will report to**:
Service Delivery Manager
- Key duties and responsibilities will include:

- Lead and motivate the Service Delivery engineers in your team to ensure they deliver the best service, installation and customer experience possible
- Work closely with other teams, particularly Sales and Construction, to ensure installations are planned and carried out in accordance with required business needs
- Manage the work and schedule of Service Delivery Engineers, to ensure effective delivery of installation jobs
- Installing fibre in customer premises, business and residential, from drop cable to in-home CPE, wi-fi set-up and additional accessories as needed, whilst ensuring the best possible customer experience
- Working collaboratively with other teams to troubleshoot technical queries and resolve issues
- Working collaboratively with team members and other JFL teams to organise pre surveys, installations and arrange service calls
- Ensure regular communications with team members, and other teams in order to maintain a reliable network that our customers expect delivering their services
- Provide regular reports to the Director of Operations on progress against team KPIs - such as installations completed, failed installs (including reasons for failure), installation QC scores, Tools, vehicles & H&S checks, stock takes etc.
- Ensure that all installation compliance requirements are correct and up to date
- Manage and implement team training requirements and re-certification of skills that are required to complete installations
- Adhere to JFLs policies, including but not limited to IT Security, Health and Safety and GDPR Policies

**Person Spec**:
**Qualifications/Experience**:

- Excellent customer interaction and communication skills
- Excellent people management and organisational skills
- IP and computer skills would be useful but not essential
- Prior experience of managing installations, testing and fault finding within with the telecoms industry is required
- Health and Safety training and practical experience of safety management, including the ability to undertake risk assessments and ensure compliance with safety recommendations
- Proficiency in a range of fibre termination and splicing options and methodologies
- Must possess a valid driver's license and a satisfactory driving record

**Key skills & Attributes**:

- Excellent communication skills
- Able to keep accurate records and produce reports as required of works installed
- Able to create and encourage a customer-centric culture in the team
- Able to coach and support the development and training of direct reports
- Collaborative approach to working both within your own team and with other relevant teams
- Self-starter with a focus on solving problems and providing solutions

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