Department: Service Operations

Reports To: Service Assurance Manager

Main purpose of job: As a Service Operations Jeopardy Manager you will be responsible for ensuring that our customer service requirements are met, with the aim of enhancing customer satisfaction and improving the overall customer experience across all service levels for both new connections and network faults.

With a clear focus and alignment to contractual requirements the Jeopardy Manager will play a key role in supporting all operational teams to provide efficient and effective resolution to at risk services while providing dedicated problem-solving techniques.

Key Result Areas:

• Proactively highlight any risks which impact Service Ops service levels working in full collaboration with Service Management and all B2B support teams to ensure we exceed partners expectations.

• Monitor inflight tasks to proactively identify risks to SLAs and coordinate resolver teams to prevent breaches and poor service.

• Work with the service delivery team to identify repeat issue and drive continuous service improvements.

• Through structured risk and problem management processes monitor all delivery and assurance tasks which alerts Service Desk Analysts when tasks may fall into a jeopardy status.

• Supporting the Service Desk Analysts with both residential and B2B installs/activations, identifying at risk orders and faults with a clear focus on SLA adherence.

• Ability to work collaboratively across Freedom Fibre functions, with full responsibility for the management of escalations and communication of all service issue to ITIL standards

• Assist with technical support between the service operations service desk, field engineer resource and Network / NOC specialists

• Being part of an on-call rota providing industry leading emergency response for network / customer - issues / faults

• Assisting with ‘on the day’ issues that would otherwise prevent successful completion of tasks impacting right first time, driving seamless operational support and improved customer satisfaction

• Deal with complex / non-standard installations through to a successful completion

• Own and manage customer complaints from the initial contact through to a positive resolution in-line with Freedom Fibre KPI’s

• Co-ordinate across all resolver groups on reasons for outages / delays to support all continuous improvement initiatives across all Freedom Fibre stakeholders.

Qualifications

ITIL foundation certification (desirable)

LEAN / Six Sigma (Green Belt) (desirable)

Relevant Experience

• Experienced at working within a service operations environment (assurance & delivery)
• Excellent understanding of network provisioning and diagnostics.
• Problem / Incident / Change Management problem solving
• Strong vendor management skills across a service environment
• Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
• Experience and knowledge of FTTP installations.
• Knowledge of PIA – duct and / or pole installations which will help with successful activations
• Knowledge of the OR Network

Aptitude, skills and abilities

• Focused on Coaching and Developing (desirable)
• Creating a culture of continuous improvement
• Professional at all times
• The ability to work under pressure
• Excellent problem-solving skills

Personal attributes

• Customer driven
• Team player
• People skills
• Motivated
• Willing to get involved and be hands on when needed

Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.

As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.