Field Service Supervisor - Liverpool

YouFibre; Liverpool; On-site; GBP 36,000 - 48,000; Full time

Job summary

YouFibre is seeking a Field Service Supervisor in Liverpool to lead a team of engineers and ensure excellent customer service in residential broadband. The role involves managing escalated cases, training staff, and maintaining high standards of service delivery. With a competitive salary and benefits, this position is ideal for someone with relevant experience in the telecommunications industry.

Benefits

Equity in the company

Birthday Day Off

25 days holiday plus bank holidays

Pension scheme matching up to 8%

Phone allowance

Health care cash plan

Cycle to work scheme

Employee assistance programme

PPE and Uniform provided

Discounted Gym memberships

Annual Bonus up to 30% of salary

Free YouFibre broadband

Qualifications

• Experience working with residential home broadband or similar at an ISP.
• Knowledge of health and safety and industry-specific legislative requirements.
• Desire to work in a fast-paced environment.

Responsibilities

• Lead a team of engineers and ensure high-quality service delivery.
• Handle escalated field service cases and report to management.
• Create and implement standard operating procedures across the team.

Skills

Leadership

Troubleshooting

Customer Service

Attention to Detail

Health and Safety Knowledge

Education

Relevant Industry Experience

Tools

Microsoft Office

Job description

YouFibre Liverpool, England, United Kingdom

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Description

• To be the first point of contact for your Field Service Engineers
• Have a solid understanding of fibre, networking , Wi-Fi and in-home connectivity
• Be able to lead a team of engineers and encourage them to deliver the best level of service possible
• Handle all escalated field service cases and report back to Management
• The right candidate will be someone who understands the technical challenges involved in residential broadband especially in-home Wi-Fi and good at troubleshooting.
• The Manager must be presentable, polite and someone who thrives on providing the best possible customer experience
• Owning all aspects of YouFibre Field Services in your area including onboarding of staff, training, stock, van management, engineer support, health and safety, KPI’s and reporting
  
  

Department: Field Services

Location: Liverpool

Compensation: £36,000 / year

Description

Field Service Supervisor
Salary - £36,000 per year
Car Allowance: £6,000 per year
Location: Liverpool
Reporting to: Head of Field Service
Full time, Shift Pattern - 5 days - Shift pattern, Monday - Saturday , 8am - 18:30

• To be the first point of contact for your Field Service Engineers
• Have a solid understanding of fibre, networking , Wi-Fi and in-home connectivity
• Be able to lead a team of engineers and encourage them to deliver the best level of service possible
• Handle all escalated field service cases and report back to Management
• The right candidate will be someone who understands the technical challenges involved in residential broadband especially in-home Wi-Fi and good at troubleshooting.
• The Manager must be presentable, polite and someone who thrives on providing the best possible customer experience
• Owning all aspects of YouFibre Field Services in your area including onboarding of staff, training, stock, van management, engineer support, health and safety, KPI’s and reporting
  
  

Key Responsibilities

• Resolve home connectivity problems for customers whilst being engaging and polite
• Ensure that customer feedback from their teams engineering visits is 5* wherever possible.
• Ensure team compliance with all necessary audits that meet company standards.
• Be pro-active, and able to manage your own workload without much oversight from management.
• Be willing to step in and lead from the front and do whatever it takes to provide customers the best possible experience.
• Create and implement standard operating procedures across your field services team
• Train and upskill new and existing engineers
• Rollout of new systems and processes
• Identifying weak areas, building and implementing plans to improve these
• Ensure weekly team KPIs are submitted
• Responsible for managing team calendar (Holidays/Sickness)
• Cover engineer absence to ensure WOs are not dropped
• Manage Total Loss of Service report on a daily basis
• Manage Faulty stock returns and engineer waste
• Produce Stock orders for team
• Monitor SHEQSY for your engineer
  
  

Skills, Knowledge & Expertise

• Experience working with residential home broadband or similar at an ISP
• Relevant industry experience
• Knowledge of health and safety and industry specific legislative requirements
• Desire to work in a fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
• Excellent attention to detail
• Good Microsoft office skills including Excel
  
  

Job Benefits

• Equity – yes, a real part of the company!
• Birthday Day Off
• 25 days holiday plus bank holidays
• Pension scheme that matches your contribution up to 8%
• Phone allowance
• Health care cash plan
• Cycle to work
• Employee assistance programme
• PPE and Uniform provided
• IT equipment provided
• Remote working
• Discounted Gym memberships
• Retail offers – discounts from recognisable brands
• Company Events
• Travel expenses paid
• Annual Bonus up to 30% of salary (discretionary of the business)
• Free YouFibre broadband if you are within our area, plus friends & family discount.

Like what you see? Here’s what happens next:


1. Send us your application via our Careers Site or Job Boards.
2. Recruitment screens your application.
3. Hear back from us within 2-3 days of application submission with an outcome/next step.
4. If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  Telecommunications

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