Rajinder Kaur Sanghera

Experienced engineering technical support and service delivery professional with 38 years at Openreach (BT), supporting field operations across planning, work allocation, authorization and order delivery. Skilled in prioritizing workloads, deploying resources efficiently and working with engineers, managers, customers and third parties to achieve service levels and key performance indicators. Brings a practical, solutions-focused approach to complex case management, risk resolution, negotiation and continuous improvement, underpinned by accurate record keeping, strong communication and a consistent commitment to safety and quality.

Engineering Technical Support Manager - Openreach (BT)

• Planned, prioritized and allocated major and minor works to field-based engineers, balancing customer commitments, operational priorities and available resources.
• Managed work across geographical areas, monitoring daily appointments and targets and redeploying resources where required to maximize field performance.
• Reviewed work with engineers, colleagues and managers at all levels to support the delivery of agreed key performance indicators and service outcomes.
• Scheduled urgent faults in priority order and within target times, taking ownership of issues that could affect service or order delivery.
• Maintained accurate and timely system records, ensuring customers and internal teams had clear information throughout the order journey.
• Resolved barriers to delivery by liaising with customers, councils, landlords and other third parties and coordinating joint site meetings where necessary.
• Interpreted job instructions and arranged the permits and access requirements needed to enable engineers to complete work safely and efficiently.
• Identified risks, escalated complex matters appropriately and worked collaboratively across Openreach departments to reach practical resolutions.
• Highlighted opportunities for continuous improvement, seeking to remove operational barriers while maintaining quality, service and safety standards.

Technical Officer - Openreach (BT)

• Allocated work to field engineers and coordinated daily activity to support efficient job completion.
• Managed engineering workloads across designated geographical areas, helping teams meet appointments, targets and service level agreements.
• Kept customers informed at each stage of their order and responded proactively when obstacles affected progress.
• Worked closely with senior technicians, field engineers and managers to resolve live operational issues and maintain service delivery.

Earlier Roles - BT

• Provided clerical and administrative support to officers and managers during organizational changes.
• Developed and maintained systems and accurate business records.
• Handled customer complaints received online and by post, taking appropriate action in line with business guidelines.
• Supported engineering teams by coordinating information and addressing field issues as they arose.

A levels

GCSEs - English and Mathematics