Job Description

Job Title:

Installation Administrator

Reports to:

Team Leader

Location:

Peterborough

Full Time Perm

Company Information

Since 2021, we've been working hard to bring gigabit-speed full fibre broadband to thousands of homes across the UK. Our mission is simple: to connect people. We deliver broadband that's fast, reliable, and hassle-free--putting our customers at the centre of everything we do.

We're in the midst of an exciting growth phase, with bold plans for the future. To help us achieve them, we're looking for talented individuals who share our ambition and can inspire us as we take the next step in our journey.

Our team is inclusive and diverse--everyone is welcome, and you're encouraged to be yourself. Culture matters deeply to us. We believe work should be enjoyable, and we back that up with ongoing training and support, great benefits, and a vibrant, energetic team environment.

What we need you to do

The Installation Administrator role will be assisting the team with our customers during the install process You will take on other's Installation Administration tasks when colleagues ae unavailable You will be required to input and update data into the company internal systems as necessary continually liaising with other departments within the business. Training will be given You will be able to keep track of multiple installations, mange the installation diary and ensure Field Engineers are where they should be You will not require knowledge of broadband engineering (you'lll pick it up) but should be able to liaise with the engineering teams/management as required Manager customer satisfaction and ensure customer expectations are realistic Manage reported repairs and raise tickets to technical support as required You will be required to make outbound calls to customers and remain calm and professional when things do ot go according to expectations You will be able to look at computer mapping and online imagery and be able to make rational decisions relating to installations (training will be given) You will need to have a friendly and approaching manner on the phone Complete daily/weekly reporting.

Job Purpose

The key focus of the role is to support the Field Engineering workforce on the day of customer installations. Reporting directly to the Head of Field Installation & Maintenance, the Installation Control Administrator (ICA) will regularly engage both internal and external stakeholders. They will ensure key processes and activities are adhered to, such as start and end My Day, time-slot adherence, jeopardy management and engineer utilisation. They will confirm that all daily Jobs have been completed and all the key information is captured, liaising directly with the Field Teams to resolve any issues. The ICA will react quickly when issues arise and take corrective action, this may include anything from engaging Engineers and Field Supervisors to contacting customers direct.

Key Duties/Responsibilities

Key point of contact for Field Engineers and Field Supervisors. Deliver outstanding customer service to our customers (both internal and external). Working closely with Customer Service and Network Operation Teams. Proactively update customers and engineers when issues are identified. Thorough attention to detail when verifying jobs throughout the working day. Ensure any engineer visits at risk are managed pro-actively through to an agreed resolution. Endeavour to backfill failed appointments on the day of install to maintain engineer utilisation. Call customers post visit to determine the level of customer service provided. This list is not inclusive or exhaustive, and other duties may be required that fall within the role's capabilities.

Knowledge, Skills & Experience

Candidates must be confident on Microsoft packages, in particular Excel. A background in a telecoms environment would be beneficial but not essential. Candidates must possess the ability to communicate technical issues to a non-technical audience. Results driven, analytical and with a sensible approach to tasks. Deliver targets on time - able to manage their own workload, identify and take remedial action if targets are not being met. Value to team- get to know their colleagues, understand individuals and tolerant of differences, friendly and approachable, a real team player. A great communicator who isn't afraid to raise concerns if issues arise. Able to adapt to new environment and has a real 'can do' attitude.

Special Aptitudes

Confidential in all matters. A professional approach, coupled with vital interpersonal skills and strong stakeholder management. Excellent planning, organisational and time management skills. Excellent verbal, written communication and presentation skills. Ability to work collaboratively and complete tasks and implement process changes. Work on their initiative and adapt to a rapidly changing start-up environment.

Inclusion Statement

We are committed to creating an inclusive workplace that values diversity. We welcome applicants of all backgrounds and experiences, and we strive to ensure everyone feels respected, supported, and empowered to thrive. If you require any support during the recruitment process, please get in touch with our HR Team at hr@lightspeed.co.uk.

Job Types: Full-time, Permanent

Pay: Up to 24,500.00 per year

Benefits:

Company events Company pension Cycle to work scheme Gym membership Health & wellbeing programme On-site parking Private medical insurance
Application question(s):

Are you organised and able to manage your work load effectively? Do you thrive in a installation administration role within a fast-paced environment?
Experience:

Customer service: 1 year (required) Administrative: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: Installations Administrator