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

As a Patch Manager, you’ll be accountable for leading, motivating, empowering, and inspiring an operational field team of around 55FTE team members, this number will be subject to regional and technical variations.  You are responsible for safe 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 within the budget. 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.  

This is a critical operational role leading a field team of around 55 people covering provision, repair (including major repair), proactive network maintenance, tails, network resilience and associated customer support across Openreach. You will need to ensure you are managing your time well and prioritizing key activities across the patch.

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.  

• 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. 

• 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 and supporting accreditation through Patch Leads.

• 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.

• 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, motivating and implementing change and transformation initiatives within their patch.

• Responsible for building strong relationships with internal and external stakeholders by using effective communication skills and storytelling. Utilising appropriate communication channels.

• Building good understanding of multiple skills each team member has within the patch and supporting team member upskilling and development when appropriate. 

You'll have the following skills & experience

• Proven experience leading and motivating successful operational teams

• Good understanding of basic engineering principles that enables effective analysis of processes and performance management.

• Experience of translating strategic plans into tangible actions.

• Ability to create an operational plan to deliver business and customer expectations.

• Significant stakeholder management experience.

• Known for creating sustainable performance through personal leadership and the ability to build brilliant teams.

• Ability to innovate and problem solve, leading to exceptional customer outcomes.  

• Team player, adept at holding others to account through a challenging and supportive leadership style, whilst consistently delivering on your own commitments.

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!

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