Stuart Harby Email & Phone Number

Birmingham, Gb

Birmingham, England, United Kingdom

In Fibre Capacity and Bandwidth I operate within Central operations desk teams, as well as our partners. Our Desk teams fully support the delivery and capacity management of FTTC and FTTP across the Openreach estate.I'm responsible for making sure we have the right capacity available on our Headend estate andare able to deliver growth in line with our commitments. My role is key in making sure the Headend estate is right sized for our 15M+ customers on FTTC and 3M+ customers on the FTTP network. Also making sure Openreach meets all regulatory requirements and best supports our live customers.· The role is critical for our GEA Cablelink delivery, ensuring the network physical capacity is right sized for the future customer base.·I make sure that we have, and roll out the delivery options, to make sure our network meets the regulatory, safety and contractual commitments.I continue manage, lead, and motivate a team of desk team members operating across work streams.Always staying accountable for my team’s safety and overall delivery against business performance. You will plan and contribute to the overall delivery of the business, making day to day decisions, resolving issues to deliver high quality services to our customers, and apply a continuous improvement process to improve ways of working and the customer experience. Throughout my duties i stay responsible for setting the expectations within your team for a good days work and behaviours in line with our values and code of conduct.

Birmingham, England, United Kingdom

Creating and taking on a role that needed shaping to the company allowed me to learn not only about the rules and skills needed to become a great supporter/planner but how to evolve our organisation into a brighter environment.- Creating meetings to discuss all previous and upcoming events for site/teams. - Discussing with stake holders on what can be changed to support team members. - Holding classes on well-being sectors.- Being a Peer-2-Peer support networker allowed me to have brilliant 1-2-1’s with all colleagues.

Birmingham, England, United Kingdom

During this role I communicated with Engineers/Stakeholders to complete replacements of Nokia / Hawaii Eci ports and creating new fibres while also finding joint/Slot locations for the 2nd fibre network. - Commissioning and creating new fibres for engineers while also finding joint/slot locations for 2nd fibre network.- Completing new Card installations. - NOKIA, Huawei, WLR, - Fixing and resolving issues with SFP faults at DSLAM/Headend. - Locating and allocating new 2nd fibre networks for onsite engineers.- Creating a daily Reports of current toggles and new fibres that have been completed.- Prioritising work across a range of initiatives, meeting deadlines and achieving objectives in all situations.

Birmingham, England, United Kingdom

Working alongside the Build team making sure all the migration from copper to fibre is completed by 2026 for FND by managing projects across FTTP, ECI Headend, and our consolidation closures. Day to day I manage several areas, one of these being our field engineering teams, to motivate and coach to progress with development and targets.- Checking any issues such as red flags/ sign-ons/ night teams.- Meeting target deadlines and presenting all finding on a weekly/ quarterly basis. - Working closely with our sub- contractors and stake holders to keep standard to a high (equipment, safety, Systems).- Communicating via E-mail/Teams with Civils, Ethernet, onsite patch leads for day-2-day updates. - Managing Projects across field and desk-based teams.- Contacting all Patch managers, leads and Field based co-ordinations across several patches to inform of changes and requests. - Completing daily Meetings to discuss all jobs ongoing/ completed.

West Bromwich, West Midlands, United Kingdom

- Taking ownership of customer complaints and providing satisfactory resolutions in order to retain our customers on a daily basis making our calls personal, simple and brilliant.- Excellent working knowledge of BT systems and processes to ensure the delivery of consistent service to customers .e.g. Oneview, Albert, BT Wholesale, Openreach and Serviceview.- Role model employee, displaying BT values in every aspect of my duties, with an exemplary attendance record.- Prioritising work across a range of initiatives, meeting deadlines and achieving objectives in all situations.- Consistently improving and exceeding targets and KPI’s set to drive business improvement and customer relations.- Dealing with engineer appointments, and making sure faults are fixed on time.

Birmingham, England, United Kingdom

- Creating excel spreadsheets full of new information to improve the new teams skills.- Leading huddles to discuss what the team has done well and what can be improved.- Developing advisors performance through daily coaching and continuous support.- Taking ownership of complaints and escalations as a Level 1 or 2 manager for advisors who need more support.

Birmingham, England, United Kingdom

- Effective leadership, motivation, and performance management of teams of 15 agents; delivering excellent performance against KPIs and creating outstanding customer interactions.- Developing advisor’s performance through daily coaching and continuous support.- Taking ownership of complaints and escalations as a Level 1 or 2 manager, leading team huddles and providing support for our manager when necessary. - Delivering feedback both positive and negative around all customer service metrics (FCR, NPS); balancing performance through all KPI measures in a target-based culture.- Analysing FCR and NPS data to work out new approaches.- Team building within the centre at all levels and boosting morale to keep an energised and brilliant workforce.

Birmingham, England, United Kingdom

Following my success in Supporting Async ( alternative customer communication ) in the new trial to help with the workload, I was picked to move into an offline role of Case Management which was a brand-new department to Sandwell BT. Day to day duties consisted of: - Taking ownership of complaints daily, when our customers have had a poor journey with us and making sure we see them all out to a resolution. - Any complex queries that our online advisors couldn’t resolve in the moment on the call.- Any complex faults that require more communication with Openreach/Wholesale such as Road Works, Traffic Management, FTTP and FTTC etc... - Always keeping our customers updated with the progress of their fault and ensure the issues are fixed end to end.- Was chosen to become lead for ECR for my team which gave me a great self of achievement, supporting my team and making sure all our customers got the service they deserve. - Within this role I had to case manage faults from A55 to Llums cases to projects to get services working again for customers.

Birmingham, England, United Kingdom

- Dealing with customers who prefer a text messaging platform, and simplifying our communication between us. Taking ownership of our customers’ accounts, to ensure we are reaching the right resolution in the quickest way possible.- Upskilling my team members to ensure we are sharing best practice and working the same way.- Keeping customers at the heart of all decisions to boost customer satisfaction (Net promoter score and first contact resolution)

Uniformed Public Services, Extended Level 3

Gcse, A*-C