Summary
Overview
Work history
Skills
Timeline
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Paul Tayler

Paul Tayler

Roby,Liverpool

Summary

Experienced professional with a strong background in public relations and program development. Proven ability in problem solving and quality assurance, ensuring excellence in project execution. Skilled in Microsoft Office and business development, enhancing organizational performance and growth.

Overview

10
10
years of professional experience

Work history

FCP Business Development Professional

Openreach
11.2021 - 07.2025
  • Manage, maintain and fill up the pipeline of business for the Fibre Community Partnerships programme alongside my manager in a 2 man team.
  • Secured 100,000 properties into the Openreach delivery pipeline securing business over a 3 year period.
  • Manage stakeholder relationship within Openreach, BDUK, Government bodies and general public.
  • Develop and showcase project plan dashboard bi-weekly for MD's in Openreach, highlighting progress on current project in FCP.
  • Submitted and maintained funding submission requests to BDUK, including change requests and project closures.
    Ensured all documentation met compliance standards and deadlines.
  • As compliance lead, I submit Openreach Supplier Quarterly Review while reviewing all related compliance cases.
    Provided timely, detailed responses to BDUK's compliance queries, enhancing clarity and resolution efficiency.
  • Facilitate ad hoc requests and serve as primary contact for Rural Engagement Managers to address roadblocks hindering scheme progress.
  • Managing the complete closure of FCP alongside the wider team for Q4 25/26 whilst transitioning into Project Gigabit Type C work stream.
  • Executed cost control audits on deployment plans to monitor expenditure and surveyed premises.
    Provided delivery assurance documents to BDUK to ensure compliance.
    Collected wayleave data and resolved roadblocks affecting delivery to contractual premises.

Executive Level Complaints - Infrastructure Solutions Customer Service – CFP & Fibre Availability

Openreach
11.2020 - 11.2021
  • Case manage executive level complaints that come into Clive Selleys office over CFP and Fibre Availability products with the goal to manage throughout until a resolution is found or the correct information is provided.
  • Work closely alongside senior management in CFP to overcome challenging cases that may occur in community fibre schemes.
  • Project manage communities and work alongside community leads to set expectations, overcome barriers and look for resolutions in difficult projects and ultimately help communities into fibre delivery.
  • Often facilitate with DCMS and use the gigabit voucher scheme portal for communities on their behalf as well as an ability to identify and highlight any potential issues with voucher schemes.
  • Work alongside our Chief Executive office for both fibre availability and CFP cases when all other avenues have been exhausted and it is within their remit.
  • Understanding of Openreach fibre network and the ability to explain the network to members of the public in simple terms.
  • Vast knowledge of Openreach Systems relating to fibre availability and CFP which include but are not limited to; DCMS Portal, NGA Plus, LLUMS, APEX, Evolutive, SI, SRIMS and Qlik as examples.

Infrastructure Solutions Customer Service – Community Fibre Partnership (CFP)

Openreach
11.2018 - 11.2020
  • To help provide assistance for members of the public who are not in any commercial fibre roll out have access to our full fibre network through private funding through to delivery.
  • Manage an Openreach email account designated for customers, partners, colleagues and MP's within a 3 day SLA.
  • Correctly format customers address data using various Openreach tools and checkers.
  • Manage customer complaints.
  • Case handle sensitive or executive level complaint communities.
  • Project managed communities that had previously closed due to high cost and re-introduced them into the process through the use of the Rural Gigabit Voucher Scheme.
  • Present work and progress on projects through excel and powerpoint.
  • Attend daily conference calls with regional management across CFP in order to strategise and maximise workflow efficiency as well as key call outs and identify possible bottlenecks to ensure customers journey isn't impacted.
  • Attend or host a weekly conference call with all of the regional sales team to prioritise specific work as well as any issues with a same day resolution.
  • Lead role working with Digital Culture Media & Sport (DCMS) to ensure smooth workflow to provide communities with their LFFN vouchers.
  • Cover management and coaching.

Business Retention Advisor

BT
01.2016 - 10.2018
  • To Defend and grow BT's Business customer base.
  • Upselling customers on every phone call for products they need based on business questions asked.
  • Problem handling with one call solution for the customer.
  • Being targeted on customer satisfaction for which I have received high scores across my time as an online advisor.
  • Targeted each week on sales which I consistently hit or over achieve.
  • Extensive knowledge and practice using BT Business systems and code of conduct.
  • Lead floor walker for new retention (COT) BT Business teams.
  • Assisted in interviewing for potential candidates for retention (COT) roles.
  • Perform coaching for other advisors under achieving in certain areas in a learning style that's appropriate to them.
  • Lead team huddles.
  • Open bugs in the hopes to improve systems used within the business.
  • Attend continuous improvement meetings.

BT Consumer Retention Advisor (Manpower)

BT
06.2015 - 01.2016
  • Identifying customers' need of BT products and upselling on the back of that, i.e. BT Sport, BT TV.
  • Meeting time based targets such as CHT and Wrap.
  • Exceeding sales based targets on a weekly/monthly basis.
  • One call resolution for irate customers.
  • Producing profit for BT Consumer.
  • Lead team huddles.

Skills

  • Public relations expertise
  • Programme development
  • Problem solving
  • Quality assurance
  • Stakeholder management
  • Microsoft Office proficiency
  • Business development

Timeline

FCP Business Development Professional

Openreach
11.2021 - 07.2025

Executive Level Complaints - Infrastructure Solutions Customer Service – CFP & Fibre Availability

Openreach
11.2020 - 11.2021

Infrastructure Solutions Customer Service – Community Fibre Partnership (CFP)

Openreach
11.2018 - 11.2020

Business Retention Advisor

BT
01.2016 - 10.2018

BT Consumer Retention Advisor (Manpower)

BT
06.2015 - 01.2016

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Paul Tayler