Hybrid Field Service Supervisor - Maidstone bei Substantial Group
Substantial Group · Maidstone, Vereinigtes Königreich · Hybrid
- Junior
- Optionales Büro in Maidstone
Field Service Supervisor
Salary - £36,000 per year
Car Allowance: £6,000 per year
Salary - £36,000 per year
Car Allowance: £6,000 per year
Location: Maidstone
Reporting to: Head of Field Service
Full time, Shift Pattern - 5 days - Shift pattern, Monday - Saturday , 8am - 18:30
- To be the first point of contact for your Field Service Engineers
- Have a solid understanding of fibre, networking , Wi-Fi and in-home connectivity
- Be able to lead a team of engineers and encourage them to deliver the best level of service possible
- Handle all escalated field service cases and report back to Management
- The right candidate will be someone who understands the technical challenges involved in residential broadband especially in-home Wi-Fi and good at troubleshooting.
- The Manager must be presentable, polite and someone who thrives on providing the best possible customer experience
- Owning all aspects of YouFibre Field Services in your area including onboarding of staff, training, stock, van management, engineer support, health and safety, KPI’s and reporting
Key Responsibilities
- Resolve home connectivity problems for customers whilst being engaging and polite
- Ensure that customer feedback from their teams engineering visits is 5* wherever possible.
- Ensure team compliance with all necessary audits that meet company standards.
- Be pro-active, and able to manage your own workload without much oversight from management.
- Be willing to step in and lead from the front and do whatever it takes to provide customers the best possible experience.
- Create and implement standard operating procedures across your field services team
- Train and upskill new and existing engineers
- Rollout of new systems and processes
- Identifying weak areas, building and implementing plans to improve these
- Ensure weekly team KPIs are submitted
- Responsible for managing team calendar (Holidays/Sickness)
- Cover engineer absence to ensure WOs are not dropped
- Manage Total Loss of Service report on a daily basis
- Manage Faulty stock returns and engineer waste
- Produce Stock orders for team
- Monitor SHEQSY for your engineer
Skills, Knowledge & Expertise
- Experience working with residential home broadband or similar at an ISP
- Relevant industry experience
- Knowledge of health and safety and industry specific legislative requirements
- Desire to work in a fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
- Excellent attention to detail
- Good Microsoft office skills including Excel
Job Benefits
- Equity – yes, a real part of the company!
- Birthday Day Off
- 25 days holiday plus bank holidays
- Pension scheme that matches your contribution up to 8%
- Phone allowance
- Health care cash plan
- Cycle to work
- Employee assistance programme
- PPE and Uniform provided
- IT equipment provided
- Remote working
- Discounted Gym memberships
- Retail offers – discounts from recognisable brands
- Company Events
- Travel expenses paid
- Annual Bonus up to 30% of salary (discretionary of the business)
- Free YouFibre broadband if you are within our area, plus friends & family discount.
Like what you see? Here’s what happens next:
1. Send us your application via our Careers Site or Job Boards.
2. Recruitment screens your application.
3. Hear back from us within 2-3 days of application submission with an outcome/next step.
4. If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at [email protected]
