Multiple fibre product service assurance - ensuring end to end delivery and monitoring of KPIs relating to these products.

• Responsible for the Operational management and leadership of a Team of 21 personnel, Including; Coaching, Support, Development, Appraisals, Sick cases, Attendance, disciplinary, Grievances, Assisted / Supported return to Work, • Embedding the Openreach values through clear leadership and great conversations. Inspiring and developing future leaders and subject matter experts to improve their own career opportunities and enhance customer service.• Changing the safety culture /… Show more • Responsible for the Operational management and leadership of a Team of 21 personnel, Including; Coaching, Support, Development, Appraisals, Sick cases, Attendance, disciplinary, Grievances, Assisted / Supported return to Work, • Embedding the Openreach values through clear leadership and great conversations. Inspiring and developing future leaders and subject matter experts to improve their own career opportunities and enhance customer service.• Changing the safety culture / behaviours through meaningful safety checks and understanding checks.• Changing the quality culture / behaviours through quality audits, working with individuals to understand where there are knowledge gaps and or behavioural issues. To address these and act as appropriate to embed the standards and desire to achieve.• Localisation of work, to empower more individuals to achieve greater control of customer experience within local teams.• Through analysis, Identifying key opportunities for improvements to customer service and or cost savings, creating new processes or design to streamline current methods or systems. • Use enabling tools and judgement to ascertain where ‘gaps’ exist in understanding or behaviours which affect daily performance which directly impact on customer service and experience.• Dealing with escalated customer complaints, using all available resources to ensure customers’ expectations are met whilst remaining compliant with Openreach expenditure.• Use data resources to present / demonstrate to senior management and stakeholders.• Challenge high cost solutions to ensure costs are kept to a minimum• Build business cases to facilitate change, savings and or growth.• Negotiating with authorities on policy to facilitate or expedite high priority work where customer needs are greater. Show less

Plan, Manage and deliver multi million pound Next Generation Access network in Cornwall and the Isles of Scilly. Roll out Superfast Broadband to the Most rural and difficult to access customers. Manage supplier workforce and direct labour to deliver this objective successfully. Overcome logistical, operational and physical barriers preventing the successful rollout. Liaise with customers and landowners to negotiate mutually satisfactory terms to aid delivery.