Engineering Coordinator in Liskeard

Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.

Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.

Benefits:

• Company Pension
• Employee Assistance Programme for you and your family
• Eyecare Vouchers
• Flexible Working
• Bespoke Training & Development Plan
• Spontaneous Awards
• Enhanced Sick, Family leave and Statutory Leave
• Flu Jabs
• Death in Service Benefit
• Paid leave for charity support
• Complimentary tea and coffee in the office
• Attractive holiday package
• Free Broadband (after probation has been passed)
• Access to generous discounts on Wildanet Rewards & Recognition Hub

Location: Liskeard Office

Salary: £26,227.50 - £27,500 DOE per annum

Role Purpose: As an Engineering Coordinator, your primary purpose is to ensure seamless support to the Provisioning team by efficiently managing resource scheduling for both internal and external stakeholders. Your role is pivotal in optimizing operational efficiency and delivering a superior customer experience throughout the provisioning process.

Main Responsibilities:

• Overall responsibility for ensuring that engineering installation key performance indicators are delivered, through effective deployment of engineering resources ensuring daily opportunities are maximised.
• Scheduling resource via both Skedulo and Dynamics 365 for internal and external stakeholders.
• Maintain accurate records for customer appointment schedules, success rates and customer interactions.
• Generate regular reports on key performance metrics, such as appointment adherence and queue turnaround time.
• Continuously identify opportunities to streamline operational processes and enhance productivity.
• Act as a frontline liaison between the organisation and engineering resource, ensuring a positive and seamless experience throughout the provisioning journey.
• Collaborate with cross-functional teams to implement improvements and best practices, driving efficiency and effectiveness in the Provisioning team.

Key Activities:

• Scheduling of Engineering Resource to include installations and maintenance truck rolls.
• Interaction with internal engineers and external contractors.
• Maintenance of databases, ensuring accuracy of information recorded.
• Maintaining an efficient workforce.
• Accurate record keeping and detailed updates.
• Provide the Provisioning Engineering Manager with regular reports and work stack analysis to enable them to meet the requirements of their own role.
• Provide overflow support for customer liaison work as required.
• Working collaboratively with key stakeholders (internal and external) with shared accountability for delivering a right first time customer experience.

Essential Person Specification

Knowledge:

• Knowledge of Microsoft Office, including Excel, Word and PowerPoint.
• Understanding of logistics and geo-mapping of engineering capabilities to engineering activities.
• Knowledge of CRM databases such as MS Dynamics/Skedulo.
• Demonstrable understanding of the skills required for complex external and internal (overhead and underground) FTTP network installations (Desirable).

Skills/Attributes:

• Attention to detail.
• Organisational skills.
• Resilience.
• Ability to work to deadlines and adhere to SLAs.
• IT Literate.
• Ability to manage multiple workstreams and prioritise work stack.
• Experience in Telecommunications field operations (Desirable).
• Some functional knowledge of internet-based networking (Desirable).
• Exposure to the telecommunications Industry (Desirable).
• Project Coordination/Management experience (Desirable).

Experience:

• Experience of a fast-paced utility-based delivery environment.
• Experience in a cross-functional team orientated environment.
• Experience with dealing with internal and external stakeholders such as build partners and customers.

Qualifications:

• Good level of education, including literacy and numeracy skills.

Circumstances: Wildanet offers hybrid working for some office based roles for a maximum of 2 days a week, all colleagues are expected to attend the Liskeard Office for 3 days a week. There may be periods of extensive pressure to meet non-negotiable deadlines. Travel to other offices occasionally as required.