Simon Vicary Email & Phone Number

United Kingdom

• Development of a high performing team of Field Service Technicians and Senior Technician (team lead) covering the South West & Wales.• Developing customer service, technical and sales skills.• Support of 7 Service Partner businesses to ensure our customers receive the same level of service from both internal and external colleagues.• National recruitment champion, evolving our recruitment processes.• Delivery of a national performance management and NPS workstreams.• Driving a national engagement strategy and developing an internal coaching culture.• Mental health first aider and D&I champion.

National, Uk

This was a temporary position whilst our Service Director was recruiting for a permanent Head of Field• Responsibility for leading a national field-based workforce for the domestic side of our white goods business. • Taking the lead with several change initiatives to develop field coaching, performance management and engagement.• Development of automated processes to improve communication and reduce admin burden of the field.• Championing a Corporate Social Responsibility strategy for the field.• Developing cross departmental relationships.

South Wales

• Responsibility for leading a large field-based Engineer workforce cover South Wales and consisting of around 200 people including 9 Managers. • Strategic planning for the region in areas including Customer Service, Performance, Engagement, Sales, Safety and wellbeing. • Budgetary responsibility for the region ensuring mangers are efficiently running their team spend. • I am an Inclusion Advocate for the wider department supporting the business Diversity and Inclusion planning, as well as working on more localised planning to ensure our Central Department is an inclusive place for all. I have recently completed mental health first aid training.

Somerset

I have been a Field Service Manager with Sky for 8 years during which time I have lead 4 different teams of engineers which has enabled me to build an extremely high level of people management skills. I pride myself in my ability to engage with my people and have worked hard to create coaching friendly environments within my teams; this has driven high levels of performance and I have been able to recreate this across all of my teams.Due to the high risk involved in the work we undertake the safety and wellbeing of my engineers is my primary focus, I have worked hard to create a great safety culture within the teams I have managed where there is a totally transparent environment where everyone takes responsibility for their own and others safety. Customer service is a passion of mine and working for a great company like Sky who are extremely customer focused enabled me to really develop this passion. Sky is a fantastic company to work for, I work with some great people and I really love my job.

My secondment involved leading a team of 5 technically upskilled Engineers to support the roll out of our premium product SkyQ, covering an area from Lands’ End to Liverpool. These Engineers are responsible for understanding complex issues with customers in home networks and ensuring their systems are successfully back up and running. My team have responsibility for liaising with Product Development and sharing knowledge back with the field, coaching and capturing learning. As well as the support and development of our internal workforce my team have taken responsibility for supporting our contractor colleagues in the Highlands and Islands, providing first line technical support and ad hoc refresher training. One of the key areas I am responsible for within this role is to work with the Customer Service Group Know How team on the learning needs and outcomes for the QTech structure and the development of a bespoke training package to ensure the National QTech team are prepared for everything they need to achieve.

I worked as part of a programme team of experts creating and delivering the Operational Model for the successful roll out of our premium product SkyQ. My part in this covered several areas – • Producing a business plan to secure finance to train 34 3rd party Engineers in the Highlands and Islands around the UK (13 companies in total). The plan also involved supplying them with the tools and equipment to be able to deliver SkyQ at the same high standard as our internal workforce. • Overseeing the trials of service calls for SkyQ, holding daily triage calls with the Product Design team and the Sheffield contact centre to ensure we had the correct resource and right next steps for our Engineers to be able to complete successful visits. As well as collating the data to provide Product Design with the information required to develop the product during this trial period.• Preparing Home Service and Supply for changes with the MDU (Multiple Dwelling Unit) business model. I produced an iBook that documented key changes in the operational model, the context and key process changes, rolled out to all Field Manager and Engineers in Home Service. Worked with Sky Homes on an engagement plan between the Home Service Field management teams and our 3rd party ASHA businesses. • During this secondment period I also took responsibility to deliver a safety programme to our Business Partners who cover the Highlands and Islands. Working with small businesses and in some cases individuals completing audits and supporting them to ensure they are working to the high safety standards we expect of our internal work force.

Taunton, United Kingdom

This role involves the installation and servicing of all Sky’s products. The primary elements of the role are to be able to deliver exceptional customer service and the health and safety not only of you but your customers and colleagues. This is as well as a great technical knowledge and time management skills.

Royal Electrical And Mechanical Engineers

Working as part of a close knit team providing first line technical support for a fleet of vehicles ranging from Land Rovers to DAF Lorries, Light track vehicles to Saxon armoured personnel carriers.The key skills of this role are an in depth knowledge of the electrical systems of all the vehicles in the fleet, bench fitting, thermal bonding, battery and generator maintenance.

Level 5 (Foundation Degree), Professional Coaching

Education record