About this role

The key purpose of this role is to ensure that work is validated, processed and issued to our Field colleagues using the appropriate Work Allocation systems whilst providing real time, effective and professional updates to our customers and stakeholders. This will maximise on the day and on time delivery success of both provision and repair orders whilst reducing our commercial exposure.

There will be a mixture of work allocation, jeopardy management, and customer liaison and when times are quiet they will undertake work such as unlocking non-fluid work and dealing with queries that come into the query/escalation portal. The support duties carried out will provide commercially based, cost-effective network solutions within the access network.  Additionally, the role holder will be responsible for more technical elements of the role such as civils avoidance techniques including re-routing work overhead or indeed underground where necessary.

You'll have the following responsibilities

Ensure all work scheduled is safe to issue to the Field and includes all relevant and necessary safety documentation, permissions and prints using LSBUD and contacting the affected utilities directly and confirming/ensuring that all work that falls within a Zone of Interest has been processed fully in accordance with the HPP policy and process.

Validate all Orders for accuracy whilst ensuring the work is in line with our current scope of works in relation to synthetics, programme, or type of work. Application of civil’ s avoidance techniques in the first instance but if Civils’/Poling work is required we do this in the most cost-effective solution.

Ensure all work is fluid before issue to Field liaising with other Openreach departments and the end user if appropriate.

Keeping all customers updated and maintain all systems with timely and accurate notes ensuring any delays are articulated with expected resolution dates.

Create and monitor all Noticing/Permitting requirements using OR StreetManager and ensuring the work is started, extended or stopped in accordance with the legal parameters, avoiding fines and penalties at all costs.  

Schedule & allocate work via Depotnet or OPAL Workflow systems of all Orders using the priority staircase and achieve required by dates and using the DCR process ensuring we deliver fantastic service in line with our SLA’s and service obligations.

Be responsible for ensuring those orders which fail Customer dates are completed on a timely basis, i.e., orders that require wayleaves, planning etc, in order to minimise delays, minimise customer dissatisfaction and reduce Service Level Guarantee Scheme payments

Close out completed orders in real time, reconciling and ensuring all Field information is correct. All additional work is added or any work not required is removed using the DFE process.

Support the Field performance by driving the works schedule ensuring all work is fluid, efficient and stretching but achievable.

Maintain high quality work standards whilst being as efficient, supportive and cost effective as possible.

Role holder will contribute to the key measures of the team, which will be based on a number of key service metrics, safety measures and also customer satisfaction.

To carry out all reasonable tasks as requested by the Manager or Senior Manager within the Openreach Heavy Engineering organisation.

You'll have the following skills & experience

An understanding of Openreach’s Civil and Overhead portfolio and Openreach’s Access network.

Will have previous customer service or engineering experience within or external to Openreach.

Demonstrate comprehensive customer service skills

Must be able to use all Microsoft office tools to a good standard.

Can act effectively, multi-task, and work to demanding timescales and work schedules.

Experience of personally delivering strong customer outcomes.

Proactive thinker and self-managing individual.

Benefits

Competitive benefits & salary.

22 days’ annual leave on entry level (excluding bank holidays).

Pension (5% you 10% BT) and Share options available.

Flexible benefits to fit around you (Your Rewards).

Discounted mobile phone plans up-to 50% off.