Field Resolution Specialist - 214390
Reporting to the Field Relationship Manager, the Field Resolution Specialist will be accountable to identify and deliver continuous improvement of the customer experience by working collaboratively with the Delivery Partners carrying out operational and maintenance work on the nbn network.
As the Field Resolution Specialist, you will be accountable for continuous analysis of fall out issues, identifying business and process gaps, and the provision of supporting data to enable solution generation for process improvement and performance management.
A bit about your role
Working within the End to End Service Activation Delivery Process, the Specialist will work closely with the Relationship Specialists and related stakeholders to ensure the required remediation activities are delivered on time, every time.
Additional duties and responsibilities will include:
- Support the management of relationships and formal communication channels between contractors and internal stakeholders.
- Support the management of contract-based relationships and performance outcomes of multiple contractors' throughout the State to ensure the contractors are meeting contract performance targets
- Ensure suitable contract resources are available to meet scheduled demand within the State - right skill in the right place at the right time
- Collaboration across N&SO business to obtain or develop required skillsets
- Ensure data integrity and timeliness of all data is supplied for input into other systems
- Deliver outcomes to defined KPI's to support NBN CO's organisational targets
The Specialist will require effective analytical and communication skills which will be essential for effective success in the role. The Specialist will assist in driving the progress of activities, escalating processes in activations through the internal or external workforce, and analysing predicted outcomes.
A bit about you
To be the perfect fit for this role you will have demonstrated ability to respond in a rapidly evolving environment and the ability to deliver to tight deadlines in an increasingly demanding and changing environment is vital.
Ideally you will have experience in achieving KPI's in accordance to set organisational targets, strong analytical and problem solving ability and working knowledge of Fibre to the Premises (FTTP) Fibre to the Building (FTTB) and Fibre to the Node (FTTN).
Continue the conversation
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.
You may have noticed that this role has no advertised end date this is because at nbn we support your career development and it's important to us that you don't miss the opportunity to apply. As such internal roles will remain advertised until they have reached the final stages of recruitment. So, if you believe that this is the role for you then be Fearless and submit your application today!
All candidates will be presented for this role on the 00/month/00. If you are submitting a late application, please complete your application through Workday in the first instance. Please then send the relevant Recruitment Business Partner or Sourcing Consultant an email informing them of your late application.
Please note that this role will be a permanent position for any nbn permanent employees. For any non-permanent employees this role will be available on a 24 month maximum term contract.
Please apply via your Workday account. This will ensure that your application receives priority over any external applicants. In line with nbn's internal hiring guidelines, please ensure that you inform your current manager prior to formally applying to the position.