Fibre Installations Manager

People Com Ltd
United Kingdom
Up to £55k base plus 20% bonus
28 Sep 2017
03 Nov 2017
Contract Type
Full Time
Fibre installations customers telecommunications "installations manager" Customer Installations Manager (Fibre) for a major UK broadband services provider Up to £55k plus 20% bonus London or Reading Our client is the largest 1 Gig residential broadband provider in the UK. Over the past 5 years we've grown from a small team of people with a simple idea, to a larger group of people executing the idea with a simple focus - efficiently bringing 1 Gig broadband to urban areas across the UK. As we continue to evolve our strategy we are looking for people who believe in reliability, intelligence, zeal, and excellence. If you're looking for an exciting challenge that is rewarding and enjoyable then read on.. The mission Our client is more than just an internet service provider; it also installs its own fibre infrastructure into multi-occupancy buildings, bringing the UK's fastest internet speeds to users. Your mission will be to lead a team to deliver new fibre network infrastructure to meet the growing demands of their business plan. Experience You will need to have previous experience of managing a large customer facing installation team and a track record of delivering an excellent customer experience. Knowing the challenges of leading a large team of customer facing installation engineers will enable you to articulate a strategy for ensuring that as our rate of customer installations grow, our enviable record for quality continues to improve Reporting Line Reporting to the Director of Field Operations, you will become an important part of taking the Customer facing Installation Engineers to the next level. Responsibilities and duties will include: - Part of the Senior Management team of the Field Operations division - Leadership of the customer facing installation teams which includes our dedicated Field Team Managers - Line Management of the Operational Support Team - Providing a forecast for customer installation volumes by city and leading the process to ensure we have the available resources to cope with demand - Responsible for delivery against the company KPI's - Implementing a process of continuous improvement across the installation team and associated support functions - Leading the recruitment process to enable us to meet the business resourcing requirements in a timely manner - Responsible for the end to end process for how we deal with customer care related issues - Leads the process on ensuring that regular lessons learnt sessions take place - Ensuring a suite of approved contractors are available to conduct repair work according to customer set SLA's and that their work is quality checked and verified. The following KPI's will form part of the measurement of success of this post - Cost per installation - Installation lead time performance to SLA, nationwide - RFT metrics - Engineer utilisation rates - Installation complaint rate Person specification: (Essential and desirable) - Previous experience in a management position of a customer facing installation team is essential - Past record of delivering excellence in customer experience environment - Determination and commitment to delivery - Excellent people management skills - Proactive approach - Energetic, logical with an eye for detail High personal integrity, excellent decision making and judgement
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