Posted: Posted 11 days ago

FTTP Provisioning Operations Manager

Salford Quays, Manchester

We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.

We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.

The FTTP Provisioning Operations Manager is the lead for all FTTP provision processes and systems.  A vital role in ensuring the seamless flow of orders from sales through to connections.  The role will also manage a small team of subject matter expert (SME) analysts.

Key responsibilities:

  • Define core KPIs such as Leakage, Provision On Time, Early Life Failure and agent based metrics. Agree success with senior stakeholders and baseline against industry where possible
  • Work with quality teams to develop a group scorecard that ensures customer experience and compliance, supporting performance growth from the contact centre partner
  • Ensure training material is kept relevant and correct, ready for upskilling new agents when required
  • Lead and instil a continuous improvement culture using Six Sigma techniques
  • Work closely with Product Owners to provide requirements for systems improvement and development to delivery teams
  • Lead an onshore account with an outsourced partner to deliver exceptional customer service across our premium product
  • Manage the Opex cost of outsourced partner, ensuring the operation is cost effective and efficient
  • Manage daily/weekly/monthly governance activities to ensure the smooth running of the operation
  • Take ownership of FTTP CEO complaints/other complaint escalations and manage through to resolution. Providing thorough analysis on root cause and mitigation steps
  • Work with Customer Experience to continuously improve the customer journey
  • Manage a small team of FTTP Provision SMEs, driving order failure rate and leakage to best in class

The role will be accountable for the FTTP Provision Operation, monitoring orders from placement through to connection and on to Early Life. A strong operational background is expected, enabling thorough management of process and opportunities to help drive our ultrafast strategy.

This role is a mid-level leader in the organisation managing all aspects of corrective action within FTTP provision and early life. Managing a small team of UK based FTTP Provision SMEs and a medium scale, outsourced UK partner.

The manager will be expected to will lead root cause analysis to reduce the likelihood of issues re-occurring using the team’s expertise.  They will be expected to proactively identify solutions to problems, either working with other teams to oversee implementation of new processes or submitting change requests to make the technology changes required to support the improvements.

The role will be accountable for FTTP Provisioning support ensuring the timely resolution of incidents, outages or issues. Ensuring minimal impact on the Customer Experience, including escalation and support to Customer Service, Technology and Incident Teams.

The role also involves leading liaison with external third parties, e.g. Openreach, to ensure accurate and pro-active resolution, if required escalation of issues. Working closely with the Supplier Manager to drive Supplier Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failure

The team manager will drive and lead Operational Excellence / Continuous Improvement initiatives.  In addition to being involved in future trials.

Communication & interpersonal skills – you will have excellent verbal and written communication skills. able to maintain a positive and professional relationship with internal employees and third parties, ensuring that everybody is working together to resolve issues.  Good negotiation skills and be able to recognise the challenges faced by others when working to resolve issues.  

Every Customer matters to us and we have a relentless focus on improving the customer experience.  We need driven like-minded people with a strong analytical focus to continue our pace of change.   Joining this team will enable you to experience a variety of roles and develop your career in TalkTalk.  In return for your passion, effort and commitment you will get investment in your development and the chance to be part of our exciting change

Must have experience and skills

  • Degree Educated
  • Customer Focus
  • Lean Six Sigma trained to Black Belt level
  • Excellent Leadership and interpersonal skills
  • Communication skills with experience operating at director level or above
  • Presentation Skills
  • Very strong analytical thinking with strong attention to detail
  • Be flexible and adaptable

Be Great to also have

  • Provision / Order Management Experience
  • Change/Supplier Management Experience
  • FTTP product experience

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

Does this job look right for you? Want to work your way?

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