OPERATIONAL SUPPORT COACH

DEPARTMENT OVERVIEW

Our Service Delivery contract with Openreach started with 10 engineers in 2011 and now stands at over 1200 engineers working across all areas of UK mainland. We connect over 25,000 customers to the Openreach network every single week by attending individual appointments for Copper Phone Line provision, Managed Install Broadband provision, FTTP and PCP only provision. We have an experienced network of Area Managers and Coaches supporting our engineers in field every single day to ensure engineers are working safely to provide customers with a great experience.

JOB OBJECTIVE

The individual will deliver coaching on a one-to-one basis in accordance with an agreed plan based on the full spectrum of MIS reports that are available and support new engineers within the allocated area. The overall objective of the coaching role is to work with Service Delivery Operational teams to improve the quality and safety in the network and to drive customer centric behaviour. The support Coach will also be involved in rolling out in-field changes to process, new ways of working and new equipment changes, re-assessments, and restoration of any revoked licences.

TERMS AND CONDITIONS

• Department – Service Delivery
• Reports to – Operational Support Manager
• Hours of Work – Between 8am – 8pm / Monday – Friday
• Rate of Pay – £35,000
• Work Location – The Wash
• Travel Requirements – Yes

KEY RESPONSIBILITIES

• To always promote a positive and professional image of the department, by adhering to company policies, procedures, and standards.
• Raising and following up on non-conformance reports, to ensure that any actions identified, pursued, and resolved.
• To work safely and responsibly within MJ Quinn’s values and operational policies, procedures, and accepted behaviours to avoid harm to yourself, those around you and our neighbours and communities.
• Maximise performance and delivery of individual engineers, through high quality, supportive coaching interventions for safety, quality, and effectiveness.
• Provide feedback to Management Team on all coaching interventions undertaken and to provide suitably competent engineers to the field teams.
• Make full use of the FPQS system for recording visits and registering issues and resolutions.
• Support new engineers helping them adapt to the working environment and developing their skills and aptitude.
• Support engineers in life in the understanding of new products.
• Help them with training on new products.
• Deliver local training in the form of coaching workshops as required. This can be either in-field or a need only basis in the Training School.
• Carry out any planned field-based assessment and accreditation programmes as directed by the Operational Support Manager and the AM’s, GM’s.
• Carry out the engineers’ Post Training Event evaluation, monitoring, and coaching and to support the delivery of customer commitments, and on-the-day technical assistance.
• Carry out retrospective Quality Checks on engineers work under the direction of the Operational Support Manager.
• Adhere to the M J Quinn Quality Standards.
• Comply with M J Quinn Company Handbook, Policies and Procedures.
• Adhere to all relevant company policies and procedures addressing data protection, data security, cyber security and access to data and information collected, processed, and stored by the company.

HEALTH AND SAFETY RESPONSIBILITIES

You are expected to work safely and responsibly within MJ Quinn’s values, operational policies, procedures, and accepted behaviours, ensuring that you avoid harm to yourself, your colleagues, and the communities in which we operate. As one of our core values, Safety Always Matters, and you play an important role in upholding this commitment. By consistently demonstrating safe working practices and contributing to a positive safety culture, you help ensure that everyone can work safe and go home safe.

PERSON SPECIFICATION

• Ensure staff follow H&S Policies.
• Maintain audit-ready Site Safety File.
• Organise site to minimise risk.
• Ensure RAMS, PPE, and documentation maintained.
• Lead by example and report incidents.
• Experience in a similar role.
• Proven background experience in coaching telecoms engineers.

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation. MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.

SUSTAINABILITY

MJ Quinn is committed to, and is investing in, a sustainable future as this is vital for the planet, our communities, customers, and business. Our sustainability goals are shaped in accordance with wider business objectives and the core foundations of sustainable development. We have a strong history of engaging with our people and we view sustainability no differently. For MJ Quinn this means creating space for proactive participation in the discussions that shape our sustainability aspirations, learning opportunities at all levels, and harnessing employee passion.

ABOUT MJ QUINN

MJ Quinn is a UK-based infrastructure services provider specialising in delivering comprehensive, end-to-end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management. Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer-centric approach ensures efficient, reliable service delivery while maintaining our focus on building long-term, sustainable solutions. At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

OUR CORE VALUES

• People-Focused: We prioritise the well-being, growth, and success of our team and partners.
• Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.

This job description is not an exhaustive list of duties. You may be required to undertake additional tasks that are reasonable and relevant to your role, in line with the organisation’s business objectives. The job description will be reviewed and updated as the role evolves to reflect company activities and role requirements. Any changes will be made following consultation with you and in compliance with employment law and equality legislation.

Benefits:

• Company car
• Company events
• Company pension
• Cycle to work scheme
• Employee mentoring programme
• Health & wellbeing programme
• Sick pay