|Job title||Head of Operations|
In this months ‘meet the team’ series we introduce Jon, Head of Operations. Jon is the engine room behind our fixed line services and has been a key figure in increasing our fixed line base of customers by over 680% during the past 12 months. Our Independent approach to Fixed Line services enable us to source the best solution from a number of different suppliers and network operators. His teams dedication and hard work has also led Comm-Tech being ranked number two in the UK as a Wholesale Reseller of Vodafone fixed line and broadband services.
What does your job involve?
My role is to oversee the entire Fixed Line Operations process from end to end.
My priorities are firstly, to ensure the Team provides our customers with a seamless installation and service migration. This involves making sure our proposition fits the customers current and projected requirements, that we liaise with the various engineers and departments to keep to project deadlines and that our customers are kept informed at each step of the process.
Secondly, that we provide the best levels of support to our customers. This means it is essential that we are easily contactable 24/7/365, that we really know who our customers are by name, we can answer their queries, give them industry leading advice, and if there is an issue, that it is resolved in an effective and timely manner. It is the support element of the role that not only sets us apart from the Big Telco’s, where you are an account number not a customer, but also our other smaller competitors. Continuing to improve this aspect of our business is my number one priority.
Whilst the bulk of my work involves the above, other duties include training staff on new developments and products in the industry, researching and adding products to our portfolio, assisting our Sales Team, managing our internal Billing Platform and keeping the team motivated, well trained and valued, so that we are able to retain the best staff in the industry.
What skills have you attained working for Comm-Tech?
The most important skill is to be able to pick up new information quickly and retain it indefinitely. This enables me to build up an increasing catalogue of industry product knowledge, acronyms and experience, which can be called into action in whatever scenario we are faced with.
As Head of Department Team Management is key. I need to be able to effectively pass on my experience and knowledge to the Team so that they can deal with any scenario with confidence, reach their potential and enjoy being at Comm-Tech day in day out (cold, wet, dark January and February included).
I can also sense when it is the most effective time to approach our MD Justin Millar with my holiday request forms and when it is not. The former being handy but the latter being crucial!
What have been your achievements to date?
Being Head of Operations for such a successful company has been a huge personal achievement.
Watching the company grow year on year and knowing I’ve played some part in the success story.
What are your interests outside of Comm-Tech and do you have any claims to fame?
As a Midlands boy I still find it incredible to get to the coast, within an hour, on a weekday and it not be a holiday?! When I can’t be on the beach then I’ll be listening to, or searching record shops for, old Trojan Records vinyls which I can listen to while I’m imagining I’m at the beach.