Nathan Gray

Experience

• 

  BT

  Aug 2018 - Jan 2019

  Faults and Repair in Customer Excellence

  Faults and Connectivity Analyst, Keeping Vulnerable customers connected to our network. Maintaining a impeccable level of customer service regulated by OFCOM

• 

  Openreach

  Jan 2019 - now

  Stepping into a critical national leadership role, I am accountable for the strategic network planning and delivery of Openreach's Fibre to the Premise (FTTP) solution for Newsites developments across the UK. Key Responsibilities:Leadership & Team Management: Leading, coaching, and developing a high-performing delivery team of DL, while managing third-party contractors comprising over 150 professionals. Fostering a culture of continuous improvement through training, upskilling, and clear progression pathways.Strategic Planning & Reporting: Owning the network planning process and overseeing detailed performance reporting (daily/weekly/monthly/yearly) to identify trends, mitigate risks, and drive operational excellence.Stakeholder Engagement: Building strong relationships with internal and external stakeholders, including senior leaders at director level, to ensure seamless program delivery, effective conflict resolution, and alignment with strategic objectives.Risk Management & Problem Solving: Proactively identifying and resolving delivery risks and challenges to maintain program timelines and quality standards. Show less Leading the Service Fulfilment Unit division out of Bristol, Cardiff and Leeds to configure and direct EAD circuits to completion. Responsible for DL and 3rd Party output on to EAD E2E completion for all regions deliverable in the UK. Operationally steering SFU for Ethernet Access Direct, Street Access and Project work for our customers and stakeholders. Accountable for company revenue output on EAD, OFCOM regulated legislations and resource management. Leading people to success and driving KPI's and Qos results with our customers. Show less Dealing with customer contacts both voice and non-voice in an effective and efficient manner, and where necessary, transferring contacts to the appropriate team. Co-ordinating all aspects of delivery, taking responsibility to ensure all work is completed on time, within budget whilst maintaining a high level of quality. Taking ownership and responsibility for the delivery of my allocated workstack of Openreach products and services including technical complications, removing barriers to improve delivery and supporting the delivery of new processes where required. For my allocated workstack, i take ownership of all required metrics, effectiveness measures, customer satisfaction and establishing and maintaining appropriate relationships at working levels within Openreach. I determine the needs of the customer and meet the required standards for accuracy and quality, taking ownership of risks and using the escalation process when necessary. I am expected to build/manage and maintain short term stakeholder and customer relationships specific to my required work stream taking immediate & effective action on customer issues. I am accountable for providing timely, high quality, error free reports to customer and stakeholders I managed, monitored and maintained my workstack’s CDD/CRD/Milestone delivery on a weekly basis. I make decisions in line with the work stream protocols, providing options to problems and seeking solutions using the Openreach escalation process fully. I communicate in a professional and technical manner to help support customer specific requirements adjusting to the required audience accordingly. I professionally embrace change and show flexibility in changing work streams on a regular basis. Show less

  • Specialist Operations Manager | Newsites

    Jan 2025 - now

  • Specialist Operations Manager | Ethernet Commissioning

    Aug 2022 - Jan 2025

  • SFU Ethernet Central Operations

    Jun 2020 - Aug 2022

  • Flexible Desk Engineer

    Jan 2019 - Jun 2020