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CURRENT VACANCY

Installations Manager

Lightning Fibre, Polegate BN26
Full-time, Permanent
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About this role:

Company overview and job purpose:

Lightning Fibre is the leading local alternative network provider of Full Fibre broadband in East Sussex. We are headquartered in Eastbourne and have an existing broadband network in East Sussex. Our broadband network can supply our standard installed customers with anything up to 10 Gigabits in both download and upload.

We are a community orientated network operator, whose aim is to significantly upgrade our regions broadband infrastructure, providing local jobs, keeping local £’s in the areas we serve and acts as a vital enabler to grow our digital local economy, thereby creating further quality jobs. Lightning Fibre has bold plans afoot, with Eastbourne and Hastings at the forefront.

The purpose of this role is to be a leader within the installation department ensuring quality and timely installations are delivered to all our valued customers.

Essential Duties and Responsibilities:

  • Overseeing the Installations team including Installation supervisors, engineers and trainee engineers who will be responsible for undertaking FTTP installations and repairs
  • Review existing business processes and identify opportunity to enhance ways of working to ensure a smooth customer journey for installation
  • Review, develop and roll-out robust processes to ensure performance levels are maintained and ensure any performance issues are addressed
  • Own, achieve and report against KPI’s for the department and track performance against them ensuring any underperforming metrics are resolved
  • Act as a senior local escalation contact for customer complaints and resolution
  • Ensure that sufficient resource is available to meet the daily installation work schedule
  • Ensure proactive communication and approach with re to the customer support and sales teams
  • Ensure high standards and levels of customer service throughout the team
  • On occasion, conduct on site assessments of quality and workmanship of the FTTP Installation Engineers
  • Work with Health and Safety Manager to ensure your team is well trained and safe in all field interactions
  • Working with the purchasing Manager to maintain robust processes to ensure sufficient stock of all required materials for installation and maintenance are available to meet demand

Education and/or Work Experience Requirements:

  • Telecommunications experience
  • Proven track record of managing an internal team in a fast paced, customer-oriented environment
  • Proven track record of managing installation teams
  • Able to take a commercial view of the department with experience of process creation/review
  • Able to work within deadlines with exceptional organisation and problem-solving skills
  • Strong communication skills, able to communicate at all levels both internally and externally
  • Competent in analysis and reporting of data
  • Experience of managing an operation across a large geographical area

Job Types: Full-time, Permanent

Schedule:

  • Monday to Friday