Bt Careers – Patch Manager

Job Description:

The role holder is accountable for leading, motivating, empowering and inspiring an operational field team of around 55FTE team members, this number will be subject to regional and technical variations (including Senior Engineers and Supervisory roles). The role holder is responsible for the delivery of all the “customer impacting” activity, covering provision, repair, proactive network maintenance and associated customer support across Openreach and plays an essential role in servicing Britain’s connected future. This can be in the Field Service, Engineering or Network Management environment, working closely with other Business Units ensuring end to end delivery of the company’s services.

Job Responsibilities:

• Creating a culture which strives for continual improvement at all levels, being commercially aware and using performance leadership techniques that deliver sustainable growth, and addressing behavioral and compliance issues following our process and procedures.
• Accountable for ensuring the effective and swift resolution of customer escalations and complaints and for the overall reduction of these within area in line with customer satisfaction objectives.
• Responsible for leading and implementing change and transformation initiatives within their patch.
• Responsible for the overall audit and quality delivery across your patch.
• Owns the overall delivery of all end to end customer outcomes and high quality services, delivering to time, cost and quality in your area through both direct laour resource and 3rd party partners.
• Accountable for owning the relationship with operational partners such as Real Time Workflow, the Field Dynamics Teams, the Diagnostic Centre of Expertise and Fibre and Network Delivery. Driving collaboratively to ensure optimum delivery and challenge on stakeholder performance.
• Ensure all operational units are aligned to the region’s objectives.
• Accountable for the empowerment, engagement and motivation of your people.
• Building a winning team mentality with a culture passionate about delivering in a quality way, avoiding wastage and failure and taking ownership of issues, always striving for customer excellence and continual improvement and supporting accreditation through Patch Leads.
• Accountable for delivery of repair service metrics for both copper and fibre products across your area, working closely with the regional Fibre to the Premise and Network Solution leads including resourcing decisions and managing major service outages.
• Responsible for promoting your patch and driving the resourcing and attraction of talent into Openreach.
• Accountable for the end to end service delivery in your patch, leading an operational field engineering team of around 55 FTE.
• Accountable for informing and executing the operational plan in line with key performance metrics to enable revenue, regulatory and service delivery to the required level for your patch.
• Accountable for creating a safe working environment with a zero incident mentality, ensuring your teams are trained as appropriate and implementing the appropriate governance to ensure all health and safety and working time checks are completed to the required timescale and quality.

Job Requirements:

Qualification & Experience:

• Known for creating sustainable performance through personal leadership and the ability to build brilliant teams.
• Team player, adept at holding others to account through a challenging and supportive leadership style, whilst consistently delivering on your own commitments.
• Experience of translating strategic plans into tangible actions.
• Significant stakeholder management experience.
• Proven experience leading successful operational teams
• Ability to create an operational plan to deliver business and customer expectations.
• Ability to innovate and problem solve leading to exceptional customer outcomes.

Job Details:

Company: BT

Vacancy Type:  Full Time

Job Location: Liverpool, England, UK

Application Deadline: N/A

Apply Here

247jobseeker.com