YouFibre Liverpool, England, United Kingdom
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YouFibre Liverpool, England, United Kingdom
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Description
* 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
Department: Field Services
Location: Liverpool
Compensation: £36,000 / year
Description
Field Service Supervisor
Salary - £36,000 per year
Car Allowance: £6,000 per year
Location: Liverpool
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 recruitment@substantial.group
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Engineering and Information Technology
* Industries
Telecommunications
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