The History of Kelly Group’s BT Openreach Service Delivery Contract
Kelly Group’s Openreach Service Delivery contract began in February 2011 with a small project involving 7 engineers who completed basic telephone installations. Our team quickly grew to a team of 150 engineers within the next 3 months, and since then, we’ve constantly been growing our nationwide workforce.
The highest number of engineers we have had working on the Service Delivery is 1200; we currently have approximately 1000 engineers supporting our projects. We’ve steadily grown year-on-year with the workforce and our national footprint – we started in London and quickly reached nationwide coverage. Kelly Group has just agreed on a new Service Delivery and MDU contract awards, both cementing The Group’s national presence, job security and career progression for all our workforce within the telecommunications industry for many years ahead.
The highest number of installations we have ever completed over a week was 8000. We currently visit approximately 5000 installations nationwide, with a 92% first-time completion rate and an extremely low complaint rate of 0.3%, meaning our teams provide outstanding customer service. We’re working closely with our HR department as we’re launching our brand-new performance-based ‘EPIC’ scheme, rewarding engineers who go above and beyond for customers while collecting 10/10 C-SAT reviews.
While recruiting engineers for this project, we’re looking for a skill set which includes attentive customer care and the ability to diagnose and solve problems. These are all transferable skills, which individuals can perfect with our support while gaining vital industry experience to build a sustainable career within Kelly Group.
New Contract Awards
Kelly Group’s new contract award brings a great opportunity, which creates exciting career prospects; this will involve upskilling our existing workforce to be as self-sufficient as possible. Kelly Group is also increasing our FTTP footprint nationwide, creating more opportunities for engineers to get involved within the fibre field.
Jason Chandler (Director of Operations) Said…
“I started my journey within the industry in 1991 as an engineer for one of the first UK cabling companies and joined Kelly Group 16 years ago. That’s over 30 years of experience and knowledge working in the telecommunications industry, which I heavily rely on when making decisions or providing support for engineers and managers working on the Service Delivery contract.
Since I joined Kelly Group, I have always felt the need to embrace automation and technology in our Service Delivery contract. We are introducing a couple of innovative solutions this year, which I believe will benefit our support office staff and engineers working in the field.
Total Mobile is an automated routing tool ensuring work is delegated fairly and practically. The benefit from an engineer’s point of view is that Total Mobile allows us to assign the best job possible, with the least amount of travelling involved. Our goal is to provide a good volume of work for all engineers and maintain an excellent work-life balance.
With our duty of care towards our engineers in mind, an additional lone worker module will be introduced, including an interactive system, which, if you find yourself working in a location that doesn’t feel safe, allows you to reach out to our office staff. Someone will check on you every two hours from our call centre to ensure you’re safe. This tool also has a panic button that will send you help if you’re in immediate danger.
We were also proud to introduce an automated process allowing managers to transfer stock and complete a van audit online.
The Group has many support systems for our engineers, including new field support coaches. I have an open-door policy where everyone is welcome to contact me if they need support. The team and I need to know that engineers feel supported, and we encourage them to get in touch if they need support.”
