Regional Field Service Manager - North East
Salary - £40,000
Car Allowance: £6,000 per year
Location: North East - within 20 miles of Durham is a non-negotiable
Reporting to: Head of Field Service
Full time, Shift Pattern - 5 days - Shift pattern, Monday - Saturday , 8am - 18:30
- To be the first point of contact for your Field Service Engineers
- Have a solid understanding of fibre, networking , Wi-Fi and in-home connectivity
- Be able to lead a team of engineers and encourage them to deliver the best level of service possible
- Handle all escalated field service cases and report back to Management
- The right candidate will be someone who understands the technical challenges involved in residential broadband especially in-home Wi-Fi and good at troubleshooting.
- The Manager must be presentable, polite and someone who thrives on providing the best possible customer experience
- Owning all aspects of YouFibre Field Services in your area including onboarding of staff, training, stock, van management, engineer support, health and safety, KPI’s and reporting
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Act as the first point of contact for all engineers and own all aspects of the Field Service operation within the region
- Provide on-site technical support, attending escalated, VIP, or complex cases as required.
- Conduct regular in-person engineer audits to ensure consistent quality and compliance including vehicle, stock, and uniform inspections.
- Take ownership of all escalated field service cases within the region
- Troubleshoot complex networking, Wi-Fi and in-home connectivity issues, identifying common problems and solutions with CPE, customer devices or back-end networks.
- Manage all Total Loss of Service Work Orders, making sure these are attended same day where possible
- Ensure all engineering visits deliver a 5-star customer experience
- Promote best practice in communication, professionalism and presentation
- Actively review customer feedback and implement improvements
- Manage engineer stock including CPE and accessories stock levels and replenishment, stock audits, faulty returns, and waste management
- Ensure accurate tracking of tools, equipment and assets
- Onboard new engineers within the region
- Deliver hands-on technical training and field coaching
- Identify performance gaps and implement structured improvement plans
- Support rollout of new systems, products, and processes
- Create and maintain regional standard operating procedures
- Ensure compliance with all company audits and operational standards
- Monitor People Safe and health & safety compliance for all engineers
- Maintain awareness of industry regulations and legislative requirements
- Promote safe working practices across the region
- Ensure weekly KPIs are submitted and reviewed
- Monitor regional performance against productivity, quality and customer satisfaction targets
- Manage team calendars including holidays and sickness
- Provide engineering cover where necessary to prevent dropped work orders
- Proactively manage workload distribution across the region
- Use performance KPIs and dashboards to identify trends, improve resource allocation, and enhance regional productivity & training.
- Contribute to strategic planning, providing insight and feedback on regional capacity, resource forecasting, and process enhancements.
- Drive a culture of accountability, safety, and continuous improvement through regular coaching, recognition, and structured toolbox talks.
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Experience working with residential home broadband or similar at an ISP
- Relevant industry experience
- Knowledge of health and safety and industry specific legislative requirements
- Desire to work in a fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
- Excellent attention to detail
- Good Microsoft office skills including Excel
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Birthday Day Off
- 25 days holiday plus bank holidays
- Pension scheme that matches your contribution up to 8%
- Health care cash plan
- Cycle to work
- Employee assistance programme
- PPE and Uniform provided
- IT equipment provided
- Remote working
- Discounted Gym memberships
- Retail offers – discounts from recognisable brands
- Company Events
- Travel expenses paid
- Annual Bonus up to 30% of salary (discretionary of the business)
- Free YouFibre broadband if you are within our area, plus friends & family discount.
Like what you see? Here’s what happens next:
1. Send us your application via our Careers Site or Job Boards.
2. Recruitment screens your application.
3. Hear back from us within 2-3 days of application submission with an outcome/next step.
4. If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at
[email protected]