Head of Field Installation & Maintenance

Job Title: Head of Field Installations and Maintenance

Reports to: Chief Delivery Officer

Location: Hybrid

Full Time

The LightSpeed Experience

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and from our outstanding people.

About us

We’ve been busy bringing gigabit fast full fibre broadband to thousands of UK homes since 2021. Our mission is to connect people. Our broadband is fast, fun and stress-free and our customers really are at the heart of every decision we make.​

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Join us

Here at LightSpeed, we’re going through an exciting period of growth. We have big ambitions for the future, and we need great people who share our ambitions and inspire us for the next part of our journey.​

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This is an exciting opportunity for anyone looking for their next challenge. We have an inclusive, diverse team – you can be yourself here and everyone is welcome. So, join us! ​

What we need you to do

• The Head of Field Installations and Maintenance will lead responsibility for the oversight, prioritisation, and installation works management control of our Fibre Broadband Customer installations, NOC and Maintenance department.
• The role will require the person to oversee and drive the scheduling, efficiency and accuracy of our installation partners using Field force or another similar capability.
• The job will include the end to end management, scheduling and jeopardy management of customer installation and repair activities , fault repair visits and the accurate reporting of critical metrics for the Chief Delivery Officer
• The successful candidate will coordinate installation and repair activities in an exciting, fast-paced new start-up, working with the operations, sales and marketing teams to ensure that customer install and repair appointments and delays are managed to a successful conclusion.
• The role will lead an Installation control function, working closely with the Chief Delivery Officer, that will manage customer installations and repairs through the order journey and in life with our installation partners as well working collaborative and leading our outsourced NOC.

What we need from you

• Lead our Installation, NOC and Repair and Maintain team and outsourced partners.
• Accountable on all activities with Installation control, including prioritisation, workflow management, jeopardy management, scheduling for installation and repair activities.
• Monitor and report on scheduled planned work activities and manage the end-to-end workflow to key KPIs.
• Ensure installation and repair teams are programmed effectively to satisfy location, skill set and work type
• Work closely with Head of Build, Sales Director and Customer Experience team to deliver a world-class customer installation and repair experience.
• The main focal point for customer installation, NOC and repair escalations
• Liaise with Installation teams, customers and sales teams to ensure customer expectations are delivered. The role will include direct customer liaison on dates and programming of work.
• Liaise with the wayleave team to ensure the appropriate notices and permits have been requested in line with the proper work type.
• You will be manage a team of field managers and supervisors responsible for customer installations and network maintenance.
• Performance management of the teams is pivotal to the success of the department and wider business, you will issue and monitor KPI’s ensuring all team members are aware of what is required of them and that they are consulted on performance throughout the year.
• Ensuring resource is in place to meet both customer and network requirements whilst ensuring budgets are adhered too.
• Manage any contract resource utilised within the department ensuring they are treated as partners and as such feel part of the organization.
• Ensure processes are in place within the department and that they are updated according to changes in requirements.
• You will strive for continuous improvement in field engineering practice whilst keeping abreast of new tooling and resources to aid engineering.
• Act as point of contact for any escalations or technical issues.
• Create reporting decks as and when required to aid the senior team on operational performance.
• Act as a pivotal collaborator with our outsourced NOC partner, holding them to account on performance against the SLA’s and KPIs within our MSA Agreement.
• Supporting process improvements and standardisation across all NOC processes.
• Supporting continuous improvement engagement throughout the outsourced NOC.
• Ensure security and risk management directives are properly understood by the NOC team and followed.
• Report weekly and monthly to the C-Suite on the overall performance of your business unit in line with the business set KPI’s.

What we need from you

• Candidates must be confident on Microsoft packages, in particular Excel. A background in a telecoms environment is essential.
• Candidates must possess the ability to communicate technical issues to a non-technical audience.
• Results driven, analytical and with a sensible approach to tasks.
• Deliver targets on time – able to manage their own workload, identify and take remedial action if targets are not being met.
• Value to team – get to know their colleagues, understand individuals and tolerant of differences, friendly and approachable, a real team player.
• A great communicator who isn’t afraid to raise concerns if issues arise.
• Able to adapt to new environment and has a real ‘can do’ attitude.
• Full understanding of PIA on BTOR Infrastructure rules and regulations
• Full understand of NRWSA guideline and regulations
• Understanding of NOC principles
• Driving licence required

Special Aptitudes

• Confidential in all matters.
• A professional approach, coupled with vital interpersonal skills and strong stakeholder management.
• Excellent planning, organisational and time management skills.
• Excellent verbal, written communication and presentation skills.
• Ability to work collaboratively and complete tasks and implement process changes. Work on their initiative and adapt to a rapidly changing start-up environment.

What you can expect from the interview process

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.

If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we’ll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.

What we can offer you

• Competitive Holiday Allowance + Bank Holidays
• Medical Health Insurance
• Death in Service Cover of 4 x Salary
• Pension
• Bonus Scheme
• Social Events
• EAP System
• Opportunities for Growth & Development
• Free LightSpeed Broadband – If you’re in our area
• Cycle to Work Scheme
• Flexible Working
• Employee Discounts
• Gym Membership
• Health & Wellbeing
• Birthday Day Off