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Virgin Media

Area Service Supervisor

Virgin Media

  • Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 05/02/2013
  • Human Resources
this job is expired
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Area Service Supervisor required for large Telecoms company based in Dublin 3.


 Job Title:

Area Service Supervisor

 Reports To:      

Field Operations Area Manager


Field Operations




Permanent role


Overall Objectives:

  • Leadership and motivation of a team of approximately 35 people, consisting of technicians, civils and cable crews, both staff and third party. Achievement of excellent Customer Experience by provision of the highest standard of In-Home and Network Repairs.
  • Maximise effectiveness of staff and third party resources through the strong management of agreed KPIs.
  • To coordinate the Network Faults Repair Operation within your area.


Key Responsibilities:

  • Scheduling and Completion of all In Home and Network Faults.
  • Scheduling and Completion of Way-leaves, Reroutes and Removes.
  • Maximising resource of UPC & Contract Technicians and Cable Crews.
  • Ensure all work practises fully comply with Health and Safety Legislation and UPC H & S Policies.


Key Accountabilities:

  • Minimise Fault Fix and Lead Times.
  • Drive quality through all activities.
  • Key Performance Indicators and Targ ets:
            · Service Case Lead TimeNext Day 
 · Network Case Lead TimeNext Days 
 · Service Case Completions>95% 
 · Referrals        >10% 
 · Repeat Rates <5% under 30days 
 · CPE Swap Outs 15% Vs Service Calls 
 · PDA Usage 100% 
 · Network Case Productivity 6 Completions/Day









  • KPIs and Targets will be reviewed regularly and changed or reset in response to business demands.
  • Provide Constructive Feedback on service impacting CPE, Network and Platform Issues.
  • Interface with Key Areas of the business and build close working relationships to maximise the performance of your area and responsibilities.


Specific Tasks and Duties:

  • Ensure the team operates to a high level of technical expertise.
  • Maximise productivity.
  • Training, New Technology, New Work Practices and Company Procedures:
    • Promote the introduction of New Technologies and Work Practices as developments demand.
    • Identify Skills Gaps and promote the provision of training.
    • Ensure the team are kept fully up to date with all company policies, procedures and processes.
  • Ensure the following  inspections as specified by the company are carried out at timely intervals:
    • PPE Uniform - Continuously
    • GA3 Forms - Weekly
    • Risk Assessment Forms – Weekly
    • On Site H&S Audits - Monthly
    • Van Check, including all H&S, PPE and Technical equipment  - Monthly
  • Disciplinary:
    • Promote good discipline in all activities.
    • Ensure all disciplinary issues are dealt with by you, quickly, and reported to your Area Manager.
  • Staff Appraisals:
    • Complete routine staff objectives setting, reviews and appraisals.
  • Quality Control:
    • Ensure regular work practice quality audits are carried out and recorded for all crews.



  • Manage expenditure within budget whilst maximising network performance.
  • Take responsibility for materials issued to your team.
  • Take responsibility for test equipment issued to your team
  • Ensure best value is derived from expenditure.
  • Provide information to assist with budget control and formulation.


Health and Safety:

  • Work Environment – Ensure a safe working environment is in place through Risk Assessment, Equipment Audits, On Site Audits, Safe Working Practices and taking actions to resolve any issues of non compliance.
  • Ensure all work practices fully comply with Health and Safety Legislation and UPC Policies
  • Highlight Health & Safety Training Requirements and promote the provision of training.


Key Results:

  • Achieving KPIs within budget.
  • Maintaining a clean Health and Safety Record


Work Conditions and Environment:

  • The role is field based with some office based activities. We provide 24 X 7 service to our customers, therefore you will be required to provide support outside normal hours, and may at short notice be required to assist in emergency situations.
  • Will be required to participate in the On Call Rota including Saturdays.
  • Will be required to provide cover in the absence of managers and other supervisors.
  • Hours: 37.5 hours per week over a 7 day period to meet operational requirements.


Qualifications and Experience:

  • Qualifications/Education:
    • Desirable - Diploma or higher in telecommunications.
    • Desirable – Management or Supervisory Experience.
    • Desirable – Qualification in Team Leadership or Management.
  • Experience:
    • Supervisory/Management Experience.
    • Experience of managing technical resources in a field environment.
    • Desirable – Firsthand experience in maintaining a HFC Network.
  • IT Skills:
    • Proficient in Outlook, Excel and Word.

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