Patch Manager - Market Drayton/Newcastle-Under-Lyme

Job content

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About This Role

The role holder is accountable for leading, motivating, empowering and inspiring an operational field team of up to 55 FTE 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.

The Role Holder Will Be Responsible For

• Customer – Live and breathe service in your patch…make it brilliant!
• Network - Own and understand the network in your patch
• People – Keep your teams safe and help them get better every day, encouraging them to learn from each other
• Cost – Know what makes sense for our business
  

This is a critical operational role leading a field team of around 55 people covering provision, repair, proactive network maintenance and associated customer support across Openreach.

The role holder will be responsible for an overall revenue of £15m (including connections and rentals) with a £3-4m cost base (of which £1m is capex).

Success will be measured and achieved through collaborative working across the area with other patch teams and partners and by creating a culture of self-managed teams and by fostering an “it’s my business” ethos. In addition, the role holds responsibility to role model and embed a “pride in patch” mentality.

This role has patch accountability to ensure customer and business outcomes are delivered effectively, Minimum Service Levels are met, and creating a zero incident safety culture.

You’ll Have The Following Responsibilities

• Accountable for the end to end service delivery in your patch, leading an operational field engineering team of around 55 FTE.
• 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 labour resource and 3rd party partners.
• 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.
• Responsible for dealing with any non- compliance safety issues to prevent re-occurrence and continually auditing the safety checks carried out by their team, whilst ensuring your own management safety training is up to date.
• 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.
• 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 behavioural and compliance issues following our process and procedures.
• 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.
• 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 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.
• Responsible for the overall audit and quality delivery across your patch.
• 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 promoting your patch and driving the resourcing and attraction of talent into Openreach.
  

You’ll Have The Following Skills & Experience

• A true customer champion, with the ability to be solution focused, demonstrating customer empathy in everything you do.
• Clear evidence of ability to engage, inspire an operational team and manage change whilst delivering excellent business results.
• Effective decision making and the ability to make key decisions, within speedy timescales, considering the right approach and the different options available to gain the right customer and people outcome i.e. severe weather conditions, resourcing.
• Ability to build trusted relationships with patch partners and trade unions.
• Strong stakeholder management skills with ability to build effective working relationships.
• Results driven, with a proven track record of operational rigour and integrity, highly disciplined to deliver a set of results, balancing quality, quantity, behavioural change and empowerment.
• The ability to take credible insight and intelligence and execute it effectively across an operational environment that delivers sustainable growth.
• Ability to understand, own and influence your patches finances through investment and expenditure.
• Balancing all customer, people and financial priorities.
• An advocate of Continuous Improvement
  

Benefits

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. That’s why we welcome applications from all parts of the community.

About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.

We’re a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.

Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.

So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How To Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes - you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

Job function

Engineering operations

Main location

UK & Ireland-United Kingdom-Shropshire-Market Drayton

Other Locations

UK & Ireland-United Kingdom-Staffordshire-Newcastle-Under-Lyme

Schedule

Full-time

Working pattern

Standard

Salary

Competitive with great benefits

Closing date

Jun 27, 2022, 5:59:00 PM