Customer Service Engineer

Role Purpose: The Customer Service Engineer delivers safe, right-first-time full-fibre installations and restores customer services across G.Network's FTTP estate. The role combines the core disciplines previously undertaken by installation and repair engineers, creating a consistent customer engineering role with clear technical specialisms. Engineers normally hold a primary specialism in Installation or Repair and Service Recovery, with the opportunity to develop the adjacent specialism through approved training, supervised practice and assessment.

Interfaces:

• Executive and Senior Leadership Teams
• Customers, landlords and property representatives
• Planning, Dispatch, Customer Connections and Customer Service
• Project Managers and Operational Teams
• Network Operations and the Network Operations Centre
• HSEQ specialists and training teams
• Subcontractors, regulators and local council officials
• Property developers and landlords

Accountabilities: Safety and compliance

• Safe system of work: Apply G.Network HSEQ requirements, RAMS, point-of-work risk assessments and approved procedures on every task.
• Hazard control: Identify hazards, concealed services, access restrictions and fire-stopping requirements before intrusive work begins.
• Standards: Maintain current role-relevant certification and stop work where the activity is outside personal competence or authorisation.

Customer champion

• Professional service: Protect customer property, explain the work clearly and leave a positive lasting impression.
• Appointment ownership: Identify risks to delivery or restoration early, communicate changes promptly and support effective service recovery.

Technical quality and delivery

• Right-first-time delivery: Complete work to survey, design and standard operating procedure requirements, with accurate testing and records.
• Continuous improvement: Identify recurring defects, recommend preventative action and contribute practical ideas that improve safety, quality and efficiency.
• Technical leadership: Support less experienced colleagues through coaching, constructive feedback and good professional example.

Job Responsibilities Core responsibilities:

• Interpret survey packs, SLDs, fibre plans, risk assessments, method statements and work instructions before starting work.
• Install, terminate, splice, test, diagnose and repair fibre cables, systems and customer equipment within assessed competence.
• Maintain accurate job, test, fault, asset and system-design records using G.Network applications and interfaces.
• Maintain tools, test equipment, materials and the company vehicle in a safe, serviceable condition.
• Carry out and return fibre surveys where required and provide clear technical feedback to planning and operational teams.

Installation specialism.

• Deliver residential and business customer connections to the approved survey and product specification.
• Route, install, terminate and commission fibre and associated customer equipment, including PON and active Ethernet services where trained.
• Complete drilling, access, sealing and fire-stopping activities safely and to the required finish where authorised.
• Resolve installation blockers, escalate design changes and ensure the completed service is tested and demonstrated to the customer.

Repair and service-recovery specialism

• Diagnose and locate fibre, equipment and connectivity faults using iOLM, OTDR and other approved diagnostic tools.
• Repair, re-splice, replace or reconfigure components within competence to restore service safely and efficiently.
• Conduct root-cause analysis on recurring faults and record preventative recommendations.
• Provide clear updates during outages and support prioritised recovery for affected customers.

Development and cross-skilling:

• Capability development: Build competence in adjacent activities through approved training, supervised practice and formal assessment.
• Authorised working: Undertake technical activities only where current competence, certification and company authorisation have been confirmed.
• Knowledge sharing: Share lessons learned, support peer development and contribute to consistent standards across field engineering.

Qualifications, personal, personal qualities and experience: Essential qualifications and experience

• Full UK manual driving licence held for at least 12 months, with no more than six points.
• Good standard of Maths and English.
• Strong knowledge of FTTP/FTTC products, fibre build activities, PON and active Ethernet technologies.
• Practical fibre-splicing, fusion-splicer, iOLM and OTDR experience appropriate to the assigned specialism.
• Ability to read and interpret SLDs, construction drawings, survey packs and fibre maps. Customer-premises experience, sound problem-solving skills and competence using standard field and Microsoft applications.
• Role-relevant certifications
• PIA SA002 Underground Safety and PIA SA051C ladder safety, where required by the assigned work.
• NRSWA Unit 2, Fire-Stopping Installation, Asbestos Awareness and Emergency First Aid. Appropriate EUSR or CSCS accreditation.

Personal qualities

• Safety-led, customer-focused and committed to high-quality workmanship.
• Calm and methodical when diagnosing faults or managing service disruption.
• Organised, dependable and able to prioritise effectively in a busy field environment.
• Open to learning, coaching and developing capability across customer engineering activities.

Beneficial qualifications or experience:

• Experience with a fibre carrier such as Openreach or Virgin Media.
• CNCI Fibre, COPT, City & Guilds or comparable fibre installation qualification.
• PIA S6/S7, Working at Height and advanced fibre-testing accreditation.