Overview
We're National Broadband Ireland and we're delivering the largest telecommunications project that Ireland has ever seen. We're designing, building and operating Ireland's new, high-speed wholesale broadband network under the National Broadband Plan. Our aim is to radically transform the country's broadband landscape through the delivery of quality, affordable high-speed broadband to all parts of Ireland where such services are not available commercially.
The NBI™ network using a combination of State subsidy and commercial investment will deliver high-speed broadband to over 1.1 million people and over 569,000 premises in Ireland. No matter how remote or rural, no town, village or community will be left behind. NBI will be responsible for the management of the new national broadband network for the next 25 years.
To hear more about our colleagues working on the rollout of the National Broadband Plan, please click here.
Key Objectives / Accountabilities:
NBI is looking for an experienced Complex Connections Lead who wants to jump in head-first and help scale a mission-driven company experiencing rapid growth. You will be responsible for the effective management and delivery of all complex connection activities in an FTTH network. Utilising virtual teams across NBI and 3rd parties to maximise customer delivery, removing barriers to delivery and continually improving service. This person is responsible for the delivery of excellent customer service and accountable for delivering Key Performance Indicators and leading performance measures. The role holder is comfortable in a constantly changing environment, is detail oriented and loves efficiency and excellent service.
Key Responsibilities:
- Responsible for the successful delivery of complex connections activities ensuring the delivery of industry leading customer service.
- Responsible for the successful delivery of Key Performance Indicators related to connections overall time to connect and owns associated penalties mitigating and improving performance throughout.
- Responsible for delivery of a leading measures framework including but not limited to average time to install, workstack age dynamics, aged order mgmt. and appointment reduction thus ensuring maximised customer service and efficiency.
- Accountable for all aged orders and responsible to champion these journeys removing obstacles and barriers to connect.
- Manage the performance of 3rd party contractors who deliver connections, delivering 3rd party service improvement plans as required.
- Management of a team responsible for daily management of complex connections ensuring high quality updates, queue mgmt. and order progression is maintained at all times.
- Management of the cost effectiveness of connections ensuring the appropriate balance of service vs. cost. These costs need managed both at an overall level and individual connection level implementing appropriate cost approvals as needed.
- Contribute to developing and supporting a culture within operations that strives for excellence, efficiency and continuous improvement.
- People leadership and development, including employee engagement, talent and succession planning, performance leadership, training & development and the health and safety of your teams.
- Empowering and engaging your people and teams to take ownership of customer issues, and create an environment where all members of the team take ownership of customer outcomes.
Knowledge & Experience:
- Strong understanding of telecom and or utility operations including experience of managing field based operations and activities.
- 3+ years' experience in customer service ideally in an telco/utilities environment.
- 2+ years' experience of owning and managing field activities in line with KPIs
- 2+ years' experience of managing teams.
- Knowledge and experience of managing complex customer journeys breaking down complexity to ensure delivery.
- Experience of managing civils and/or poling activities in a field environment including design and licensing requirements.
- Ability to deliver effective operational decision-making with clear articulation of threats, risks and possess the capability to articulate a clear structured risk management approach to preventing customer failure.
- Strong business and commercial awareness with experience managing cost approvals and unit costs.
- Resilience and ability to motivate others in times of change.
- You have a flair for dealing with people and have great relationship building skills.
- Excellent stakeholder management skills with proven track record of managing relationships with senior stakeholders.
- You are detail orientated with a proven ability to work to tight deadlines and handle multiple priorities in a calm and constructive manner.
- You have an attitude of continuous learning and development and are energised by supporting and driving ongoing business and operational change and improvement activities.
- Collaboration and effective team working skills, especially where there are conflicting demands.
- Excellent communication skills with an ability to translate complex operational updates into concise customer focused updates.
- Excellent Google docs/sheets/slides and or Microsoft Office - Excel, Word, PowerPoint, etc
- Knowledge of and experience of eTOM, ISO and or ITIL an advantage
- Excellent ambassador for NBI, promoting the organisation and role modelling NBI's values.
Competency Profile:
Business Competencies
Customer Focus
Problem Solving
Results Focus
Change Orientation
Innovation
People Competencies
Leadership
Teamwork
Interpersonal Skills
Coaching & Development
Oral & Written Communication
For more Information on National Broadband Ireland please visit:
Welcome to National Broadband Ireland - NBI