Repair Manager

JOB TITLE: Customer Repair & Maintenance Manager 

LOCATION: Field (NI wide) and office/home based 

TERMS: Permanent 

We are seeking a suitably experienced Manager to lead the customer network repair and service management role within our Service Delivery function.  This role is critical to ensuring the ongoing quality of our customer connections, minimising the impact to our customers during periods of increased volumes and managing the customer repair responses within SLA in an accurate, efficient manner. Finally reviewing underlying customer connection performance to look for areas of improvement to minimise loss of service and improve overall customer experience. 

WHAT WILL YOU BE DOING? (Not limited to) 

• Managing the contractor response to the Service Call (SRV) workstack within SLA Daily.  
• Assuring the SRVs completed by contractors are to the right standard on the first visit. 
• Reviewing SRV volumes for trends and underlying causes of failure. 
• Operational Field visits to review quality of SRVs and network interventions 
• Co-ordinating the field response to high SRV volumes, before during and recovery from major weather events and network breaks.  
• Liaise with ISP’s to provide feedback on customer equipment fails.  
• Organise and deploy responses to complicated or Director Level Complaints or repairs. 
• Produce network quality and improvement plans to reduce overall volumes of SRVs. 
• Manage the temporary repair process to enable SLA and effect permanent restoration. 
• Management of customer dropwire damages and support associated cost recovery. 

WHAT WILL YOU BRING? 

Essential: 

• Experience in both leading and working as part of a team. 
• Experience of stakeholder management. 
• Excellent customer experience management experience. 
• Experience of fibre network architecture.  
• Ability to build reports and review data for performance improvement. 
• Knowledge of Openreach PIA infrastructure. 
• Ability to develop within the role to potentially lead a future maintenance team. 
• Flexibility to work in the field (across NI/GB) or from home/office. 

Desirable: 

• Experience with CRM based platforms (Dynamics, Sysco) 
• Experience with light loss testing and fault diagnosis 
• Understanding of fibreoptic network components and WIFI performance 
• Experience in managing contractors within a client contractor relationship 

WHAT WE VALUE 

Based on input from all colleagues across our business, our 4 cornerstone values are: 

‘Make a Difference’– Would you like to help make that difference? As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! 

‘Be Yourself’- Fibrus is committed to building a diverse, talented, and dedicated workforce.  We appreciate that you may not meet every single requirement listed but don’t let that discourage you.  If you have some of the experience we are seeking and offer a fantastic attitude, we’d love to see your application! 

‘Be Tenacious’- We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose! 

‘Work Together’- At Fibrus, we put our people first! We are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility. 

AND JUST SOME OF WHAT WE CAN OFFER YOU 

• 25 days annual leave plus statutory/bank holidays 
• Private healthcare, life assurance, annual personal health “MOT” & a company contributory pension plan 
• Shared parental leave, paternity leave and enhanced maternity leave 
• Annual bonus scheme & career path opportunities 
• Paid support for the loss of a child 
• Support for colleagues going through the menopause 
• Complimentary access to LinkedIn Learning 
• Free financial advice and support through Kith and Kin 
• Employee referrals – up to £500 per successful referral 
• Employee assistance programme and access to qualified mental health first aiders 
• Flexible working from day one of employment including hybrid working
   

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best.

Our culture is focused on trust, collaboration, growth and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption. As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

To apply to join the Fibrus family, please do so online and our Recruitment team will be in contact with you once we’ve had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus. #Fibrus