Location: Field-Based
Department: Operations / Field Services
Reports To: Field Operations Manager
Employment Type: Full-Time
Our Field Success Managers are experienced and driven to support and develop our field engineers and technicians delivering fibre broadband installations and maintenance. This role plays a critical part in ensuring our field teams perform at the highest standards of safety, quality, and efficiency across all fibre network deployments and customer installations.
As a Field Success Manager you will provide hands-on support, mentoring, and training to field staff, ensuring adherence to company standards, regulatory requirements, and best practices. You will help drive continuous improvement through coaching, welfare checks, feedback, and performance assessments.
Key to success is achieving our client SLAs and KPIs – OTD completions to meet and exceed targets with minimal ELF and CANDIDs, as an FSM you will be responsible for driving the correct behaviors and practices to help the field teams reach optimal performance.
- Lead and manage the teams to ensure a high level of motivation and co-operation is always maintained and support the achievement of business objectives.
- Drive performance using feedback and stats from daily and weekly results to ensure minimal failures OTD and performance goals are being achieved.
- Coach and mentor field engineers and technicians to deliver high-quality fibre installation, maintenance, and fault resolution services.
- Develop a culture of continuous improvement and drives excellence within the teams to ensure cost-effective improvements in service and productivity.
- Conduct on-site field assessments, audits, and ride-a longs to ensure compliance with operational and safety standards.
- Deliver practical training on fiber splicing, testing, routing, customer installations, and use of field tools and equipment.
- Driving team and individual performance ensuring all training and development needs are identified and fulfilled and all disciplinary issues dealt with promptly according to established procedures.
- Identify skill gaps and provide feedback and development plans for field staff.
- Support onboarding and training of new engineers, ensuring they are properly equipped and confident in field operations.
- Promote and enforce health & safety standards and procedures, working with the Compliance & Auditing Team to ensure all actions are resolved in a timely manner.
- Collaborate with the Field Operations Manager to review performance data and provide insight for improvement.
- Assist in the roll-out of new processes, tools, and technologies within the field team.
- Conduct toolbox talks, safety briefings, and ensure compliance with H&S policies and industry standards.
- Act as a point of contact for technical queries and escalations from the field.
Essential:
- Proven experience in the fibre telecommunications industry in a field-based role.
- Strong knowledge of fiber optics, splicing, FTTP/FTTH deployments, and test equipment.
- Experience mentoring and training new, junior staff or apprentices.
- Excellent communication and interpersonal skills.
- Management of HR cases and procedures.
- Confident in managing complaints and escalations from Clients and customers.
- Ability to travel regularly across assigned regions.
- Valid driver’s license.
- Recognized coaching, mentoring, or training qualification.
- Certifications such as NRSWA, IPAF, or equivalent telecom industry accreditations.
- Knowledge of relevant H&S and industry regulations (e.g., Openreach PIA standards).
- Competitive salary and company vehicle
- Opportunities for career development and progression
- Supportive and collaborative work environment
- Ongoing technical training and certifications
- Company benefits including pension and holidays
Join us as we build and support the next generation of fibre connectivity and help shape the future of high-speed broadband across the UK.