North 4 Team Charter

Start and end of day calls - the covering TM must be contacted before 8am on each working day to confirm your attendance. Any absence should be reported as soon as possible. As soon as your last job of the day is completed, you should contact the covering TM, who will then direct you to anyone who needs assistance.

ETA calls - the customer should, ideally, be contacted the night before to agree an ETA but no later than 9am on the day of the visit. If you cannot make contact with the customer, then you should leave a voicemail asking them to call you. Do not leave your ETA on the voicemail.

Health and Safety - it is your responsibility to perform visual checks on your H&S equipment each time you use it. Any defects should be reported to the covering TM immediately.

Uniform - it is your responsibility to ensure that your uniform, inclusive of boots, is clean and presentable. Any items that are damaged or contaminated by silicone or any other substances should be replaced.

Stock - all deliveries that are scheduled to be collected should be completed on the due date. It is your responsibility to correctly receipt all stock into your van and correctly move all returns from your iPad to the correct stock location before placing them in your locker. All returns must have a yellow returns label attached. If, for whatever reason, you have a short or failed delivery, then you must adjust your received items accordingly and inform UTL before completing your stock collection.

STB compliance - you must ensure that you are using the correct STB on each job and only swap like-for-like. An A-Grade should be used on all swaps unless it states it is a 90 day warranty. For any instances where you can't issue an STB from you iPad, you should email the job number and NDS number to stockintegrity@sky.uk

MFT compliance - you must ensure that the work completed is reflected accurately on the job completion section on your iPad and any stock issues or faulty STB's correctly scanned in or out.

Revisits - you should use all available processes to actively prevent the customer from needing to book a revisit. All cables that run over a roof should be rerouted or replaced on every visit. Data loggers must be collected at both the dish and inside the property. The SiD app should be ran on all compatible STBs.

Escalations - all pitched and flat roof work should be escalated to the covering TM before accessing the roof. You should then make contact again once you are down safe. Any ladder set up issues should be referred to the ladder hierarchy in the first instance. If you can't get a green light on your Bosch detector, you must escalate this to the covering TM before starting to drill. All potential cancellations should be escalated to the covering TM in the first instance.

Drivesafe - you are responsible for your behaviour while driving your vehicle. Any instances of speeding or use of mobile phones or iPads while driving will not be tolerated. It is your responsibility to maintain the road worthiness of your vehicle at all times and any damage or incidents while in your van should be escalated to the covering TM immediately.

NPS - it is your responsibility to promote the NPS survey and ensure that the customer is aware that the questions are based solely you and their experience of you and not on any other aspect of the business. You should attach one of the provided NPS stickers to each of the customer leave behind cards to help you explain the NPS process. Completing an On Demand download will contribute to your NPS score.

If you are in any doubt about any aspect of your day-to-day working, escalate your concerns to the covering TM.