Bonus
Vehicle/Fuel
30 days holiday (including BH)
Matched Company Pension Scheme
Discounted Gym Membership
Cycle to Work Scheme
Employee Assistance Programme
Discounted home internet (Coverage dependant)
Role
Proactively driving excellence in technical and customer experience across multiple teams delivering industry leading full fibre installations. Combining technical expertise and strong customer service orientation to coach, train and implement effective performance enhancing programmes. Implementing a structure that ensures efficient, high-quality installations that meet company standards and exceed customers’ expectations. In coordination with area managers and the Head of Installation and Service Delivery responsible for fostering a performance culture that extends from induction programme into customers’ homes.
Responsibilities
1. Track and maintain field teams’ competence in their roles and compliance against key KPI’s.
2. Ensure the field teams training directs employees to be compliant with internal policies and procedures, industry guidelines, promotional regulations and applicable legislation.
3. Oversee installation and service visit quality.
4. Define and shape the customer service interaction required for the ‘perfect install experience’ including associated training to achieve it.
5. Manage the logistical planning and organisation of training activities across the business area.
6. Travel across the operational areas as required to conduct audits, training and coaching in a timely manner.
7. Ensure total team compliance to health and safety standards providing training where required.
8. Ensure customer service standards are trained, measured and maintained – enhancing customer experience.
9. Develop an induction and mentoring programme for new recruits.
Requirements
1. Enthusiasm and Positivity.
2. Quality focussed (right first-time culture).
3. Strong communicator.
4. Coaching mindset with relevant skills.
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