Installation Control Coordinator

Role information:

Job Title: Installation Control Co-Ordinator

Reports to: Head of Field Installation & Maintenance

Location: Fulney Hall - Spalding/Peterborough (Some Hybrid Working)

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 key focus of the role is to support the Field Engineering workforce on the day of customer installations. Reporting directly to the Head of Field Installation & Maintenance, the Installation Control Co-Ordinator will regularly engage with both internal and external stakeholders. They will ensure key processes and activities are adhered to, such as start and end My Day, time-slot adherence, jeopardy management and engineer utilisation. They will confirm that all daily Jobs have been completed and all the key information is captured, liaisng directly with the Field Teams to resolve any issues. The ICC will react quickly when issues arise and take corrective action, this may include anything from engaging Engineers and Field Supervisors to contacting customers direct.

Key Duties / Responsibilities:

 · The Installation Co-Ordinator role will be responsible for managing the relationship with our customers during the install process.

· You will take on others installation administration tasks when colleagues are unavailable.

· You will be required to input and update data into the company internal system as necessary continually liaising with other departments within the business. Training will be given.

· You will be able to keep track of multiple installations, manage the installation diary and ensure Field Engineers are where they should be

· You will not require knowledge of broadband engineering (you’ll pick it up) but should be able to liaise with the engineering teams/management as required.

· Manage customer satisfaction and ensure customer expectations are realistic.

· Manage reported repairs and raise tickets to technical support as required.

· You will be required to make outbound calls to customers and remain calm and professional when things do not go according to expectations.

· You will be able to look at computer mapping and online imagery and be able to make rational decisions relating to installations (training will be given).

· You will need to have a friendly and approachable manner on the phone.

· You will be initiating the install process and seeing it through to completion.

· Complete daily/weekly reporting

This list is not inclusive or exhaustive, and other duties may be required that fall within the role's capabilities.

What we need from you:

  • · Candidates must be confident on Microsoft packages, in particular Excel. A background in a telecoms environment would be beneficial but not 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.

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

 

Apply for this role:

Click below or send an email to careers@lightspeed.co.uk

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