Engineering Team Leader

You’ll lead one of our teams of Network Engineering Solutions (NES) agents across a number of sites.

The agents will have a mix of experience from new Apprentices to trainers and experienced coaches. You’ll deliver brilliant service ‘first time, every time and on time’ with efficiency. Creating a highly engaged customer focused team with happy stakeholders for our products across a copper and fibre network.

You’ll work closely across the business to identify customer order improvements and champion the changes needed across teams to deliver rapid solutions which include engaging with third parties.

You and your team are directly accountable for customer failure, specifically for serious copper network incidences and working collaboratively with the regional partners to restore service.

• Leading your NES service team

• Driving a safety-first culture

• Delivering the business plan key performance metrics to ensure revenue, regulatory and service delivery are met within Ofcom obligations

• Resolving customer escalations and proactively identifying RCA to champion changes to processes and procedures to remove repeating failure across teams

• Proactively identifying what drives inappropriately furthered work and coaches’ agents to resolve with feedback to their colleagues and field managers

• Working with wayleave and Legal teams to help resolve disputes and customer delays

• Accountable for accurate excess construction charges, minimising spend and managing Opex/Capex budgets

• Work with Highway Authorities and the Street works team to reduce dwell for traffic management tasks

• Interprets and analyses data and reports, spot trends and uses insight to build action plan for the team

• Experience of coaching & leading a service team in a technical environment and of working across functions to identify customer solutions that stick

• Strong financial background for cost & budget management, with experience of implementing a business plan to a team to deliver the drivers of organisational performance

• Strong communicator and great influencing skills with the ability to build solid relationships with patch partners (up to Director level). Excellent communication/story telling/presentation skills to motivate teams and effectively land key messages accurately and with gravitas.

• Continuous Improvement culture – uses lean and continuous improvement leadership tools and techniques to drive an aligned, self-improving culture

• Knowledge of telecoms networks and network technologies

• Understanding of Planning and complex engineering solutions and how they align to deliver end to end for our customers, with great ability to balance all customer, people (DL and 3rd party partners) and financial priorities

• Negotiation, communication and interpersonal skills are required at peer, Director, Customer and Supplier organisations. Capability of influencing & challenging peers, fellow leads and functional leads to encourage innovation & achieve the best customer outcomes

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.