Coordination Manager-Customer Engineering

Customer Engineering (Installations) · London, London, City of
Department Customer Engineering (Installations)
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name.  We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

  • We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
  • We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
  • We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

As Community Fibre has expanded our network, and customer base, our rapid growth has significantly increased our operation programmes. The Coordination Manager will play an important role by managing the deployment of our customer engineers, ensuring we meet or exceed the expectations of our customers by ensuring timely call outs, and availability. As the business continues to grow, the Coordination Manager will ensure the systems, processes and procedures implemented to manage and monitor the teams of installation engineers.

By ensuring the operation of Community Fibre’s engineering teams are organised efficiently and effectively, you will contribute to Communities Fibre’s growth, ensuring our engineering operatives remain productive and focused on their objectives.

What you’ll be doing:

  • Define shift and resource plans, ensuring adequate coverage based on territory planning.
  • Consolidate our coordination team into one, multi-disciplined function (SDU-OH, MDU, Service)
  • Regularly monitor same-day, -week and -month installation volumes and delegate clear call to actions reallocate resources as optimally as possible
  • Accountabilities include:
    • Engineers schedules (internal and external),
    • Optimisation of resources - aligned to sales forecast, sales territory mapping, in/out growth
  • Support Failed Installation activities which will require working across a number of different systems (Zendesk, CRM, Zinier*, Trackers) to ensure missed commitments are monitored, and resolution plans are being executed on and communicated to the customer. 
  • Contact stakeholders directly requesting updates on Zendesk ticket​
  • Flag to CX to communicate with customers??​
  • Report outstanding issues by function and raise outstanding issues at weekly review forums
  • Coordinate all functions relating to the scheduling, prioritising of works within the Customer Engineering team, including customer engineering specialists, and customer service engineering teams.
  • Define and implement a structed approach to managing engineering activities, including contractor resource.
  • Maintain a continuous forecast for engineer and team availability, including input from sales and marketing to forecast changes in installation volumes.
  • Optimize the utilisation of the engineering teams, in line with business objectives.
  • Financial management of all associated charges, and fees relating to outsourced works.
  • Serve as an escalation point for peer groups including but not limited to customer experience, sales, and networks.
  • Publish routine reports to engineering teams, peer groups, and senior management in accordance with business needs.
  • Follow strict business protocols to ensure important engineering activities reported. 
  • Ensure strict adherence to client requirements, and that exceptions to BAU are managed in accordance to the work instructions.

The experience we’re looking for you to bring:

  • Knowledge, and demonstrable experience using CRM systems.
  • Experience coordinating large groups of peoples, and comfortable making decisions.
  • Excellent organisational and prioritisation skills with strong attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong IT skills and a good working knowledge of Excel and Outlook.
  • Good communication skills (both verbal and written) and able to communicate at all levels.
  • Experience managing teams of people, in dynamic and high paced settings.
  • Good time-management skills.

Why join us:

  • You get to work with some of the best technology in the market
  • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
  • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
  • Birthday leave, our treat to you
  • Keen cyclist, join our cycle to work scheme
  • Flexible WFH policy
  • Enjoy the perks of Vitality health
  • You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page:

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Customer Engineering (Installations)
  • Employment Type
  • Minimum Experience