AT CIRCET, WE BRING PEOPLE TOGETHER TO MAKE GREAT THINGS HAPPEN.
JOB TITLE : HEAD OF FIELD OPERATIONS – INSTALLS,UK
REPORTING TO : LYNN ANDERSON DEPT/CONTRACT: HOME
CONTRACT TYPE :PERMANENT
LOCATION : LIVINGSTON/STEVENAGE, NATIONAL
HOURS : 37.5
WORKING WITH CIRCET
Circet Ireland & UK have built an ever-growing portfolio of specialist services. We are leading providers to the Telecommunications, Transport Infrastructure and Power Sectors in Ireland and the UK. We are driven to be innovative and proactive in delivering solutions that meet our client’s expectations while not losing sight of their changing requirements. With over 4500 employees across Ireland & UK we continue to bring people together to make this happen.
THE ROLE
The role of Head of Field Operations, Installs, is key to determining how we do things to deliver on our client and internal KPIs. This is a new role reporting into the Operations Director and with 5 direct reports of Regional Managers.
It is a national role as we have engineers from Inverness to Sheffield and are mobilising in London in January 2025.
The role needs to establish the standards and processes to be delivered, define the roles and responsibilities needed to meet our strategic goals as well as monitor performance daily to adjust our operational focus as needed.
The client is Openreach and we are in a period of exceptional growth so we need all our operation roles to be dynamic to change and to work with all internal and external stakeholders to succeed.
KEY DUTIES AND RESPONSIBILITIES
§ Lead and develop the Field teams, implementing a robust structure to support our engineers, client requirements and internal stakeholders
§ Ensure well defined processes and policy is in place to give consistency geographically in our approach
§ Ensure we have adequate resources in place to meet our minimum commit to our client
§ With the correct skillset and kit/vans etc.
§ Work with Training Academy and Training Manager on capability of the team
§ Work with the Head of Contact Centre on how the agents feed into the performance success daily
§ Integrate new systems, processes and services into field operations
§ Monitoring compliance of each team and benchmarking to identify areas of improvement
§ Monitoring complaints with our Escalations Supervisor to identify trends and put remedial actions in place
§ Communication plan to be developed for our teams to ensure effective comms at all levels
§ Recognition to be given to engineers and review of reward systems
§ Work closely with H&S teams to monitor quality and H&S in the field and ensure we are best in class
§ Be an escalation point for all issues arising
§ Collaborate with stakeholders to enhance service delivery.
§ Manage risks and budgets, ensuring compliance to our forecast and budgets set
§ Report results weekly with action plans for improvement where needed
QUALIFICATIONS, KNOWLEDGE, AND SKILLS REQUIRED
§ Preferred: Higher Education.
§ Ideally, candidates will already have 3 years management experience at a senior level within a similar role.
§ Strong results driven performance in previous roles.
§ Adds value to the team – balancing tasks and people, being inclusive, getting people involved by understanding each person’s strengths, friendly and approachable, a real team builder – creation of common goals, motivator, recognized as the leader.
§ Effective communicator, able to define goals, talk through strategy, gain buy in and agree actions to be delivered, review then analyze results.
WHY WORK IN CIRCET?
§ Be part of a company that encourages involvement, diversity and inclusion
§ Be part of a company that nurtures excellence and develops leaders
§ Be part of a company that encourages personal development and career progression through our further education programme, mentoring programme and pathway programme
§ Be part of a company that is dedicated to making a difference through our Corporate Social Responsibility
§ You will get a competitive salary and a benefits package which includes 28 days annual leave per annum