Service Delivery Field Manager - Manchester chez Substantial Group
Substantial Group · Manchester, Royaume-Uni · Hybrid
- Professional
- Bureau à Manchester
Service Delivery Field Manager
Reporting to: Regional Service Delivery Manager
Hours: Full time (Monday to Friday 37.5 hours a week, between 7am-7pm. Saturdays on a rota pattern to be paid as overtime)
Location: Manchester
Salary: up to £40,000
About us:
Netomnia is a small team of experts on a mission to bring a reliable, high-speed fibre network straight to your door. Founded in 2019, we’re investing in building a new FTTP Internet infrastructure throughout the UK. Guided by the principles of flawless customer support, fair contracts, and affordable pricing, Netomnia is dedicated to bringing forgotten areas into the UK’s digital revolution. Every member of our team is empowered to take ownership of their work, striving for personal accountability, and rewarded with endless opportunities to develop.
Job Purpose:
Reporting into the Regional Service Delivery Manager, the Field Manager will be responsible for a team of service delivery engineers. The role will consist of managing the engineers and being accountable for their performance. Regular quality and safety audits will need to be carried out to ensure we are installing safely and to the highest quality standard. You will also be required to liaise with customers, so excellent customer service is a must.
The Field Manager will provide leadership to their peers, and performance manage where required.
Key Responsibilities:
- Trouble shooting complex customer installations across our UK network supporting both our partners and in-house engineers.
- Assist in the successful deployment of new installation cities and expansion of existing areas ensuring exceptional customer experience.
- Support in the development and implementation of consistent delivery processes and policies leveraging best practice across the UK network.
- Be the eyes and ears of Netomnia in the field, feeding back process and delivery pain points that improve our installation efficiency and quality.
- Champion H&S in the field – completing regular audits, reporting all findings back internally.
- Installation of our FTTP product into customer premises where required.
- Coach and develop new and existing engineers. Carrying out performance management where required to ensure business KPIs are met.
- Organise and schedule works to be completed to all field staff.
- Complaint management, implementation of best practices to reduce customer complaints.
- Onboarding Field Engineers and providing field training where required.
Skills, Knowledge & Expertise:
- Experience working in a similar role, working on or on behalf of the Openreach Network.
- Experience Coaching/Developing Engineers with similar experience line managing.
- Experience with performance management and disciplinaries.
- Ability to conduct risk assessment and hazard identification, with a strong emphasis on Health and Safety practices.
- Demonstrable experience and a proven track record working in a networking engineering environment. (preferred).
- Excellent organisational skills.
- Clear and concise communication abilities.
- Physical fitness for manual handling tasks.
- Ability to foster excellent working relationships within your team, with your manager, and with other teams within the company, with an excellent customer service attitude.
- A proactive approach to improving efficiencies and working smarter.
Qualifications
- Must hold a full UK driving Licence for minimum 12 months.
- SA001, SA002, S7, S8 or equivalent
- IPAF 1b
- NRSWA unit 2 (minimum)
- Splicing and testing
- SMART AWARDS preferable
- Have telecommunications experience or transferable skills.
Benefits:
- Equity – yes, a real part of the company!
- 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.
- Discounted Gym memberships
- Retail offers – discounts from recognisable brands
- Company Events
- Annual Bonus up to 30% of salary (discretionary of the business)
- Free YouFibre broadband if you are within our area, plus friends & family discount.
- Life assurance giving you cover of 4 times your basic salary.
- Colleague referral scheme of £500.
- Continuous development and long-term career prospects
