Customer Delivery Fibre Manager - 12 month FTC
Customer Delivery Fibre Manager - 12 month FTC
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Job Description
This hybrid role offers a great balance of home and office working. Youll join your colleagues in the Irlam office at least 3 days a week.
As the UKs largest fibreonly network and its only proven wholesale challenger were busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet our network is greener more reliable and ready for the future. The products we provide over it not only lead the market on speed value and service they help businesses to innovate provide entire communities with a better foundation for their digital lives and support economic growth locally and nationally.
What does that mean for you The opportunity to make internet connections (and daily life) a whole lot better for a lot of people!
Joining us as a Customer Delivery Fibre Manager
You will oversee customer and engineeringfacing teams ensuring exceptional service through efficient contact handling proactive order management and Right First Time delivery. You will drive a performancefocused culture fostering continuous improvement to enhance customer experiences and reduce unnecessary contact.
Youll receive a competitive salary a performance related bonus and a range of benefits to support you across your financial physical and mental wellbeing.
This is some of what you can expect to be doing:
- Drive positive brand perception by leading a team that manages customer interactions and order processing for ISPs and engineering partners
Implement Full Fibre Customer Provisioning with selfservice AIdriven interactions and highquality human support
Act as the face of CityFibres provision service journey ensuring effective escalation handling through One Contact Resolution
Oversee multilayered contact channels service level agreements and regulatory compliance for exceptional service delivery
Engage with industry peers and strategic partners to drive best practices training and service improvements
Lead an adaptable highperforming team while ensuring operational KPIs customer satisfaction (NPS CSAT) and continuous transformational change
What youll bring to the role
You will bring a track record of deskbased operations and extensive experience gained at a firstline managerial level in a customer environment. Youll also have:
- Experience in the appropriate discipline of Customer Culture Operational Contact Centres Product Management Relationship Management and Order / Journey management
- Knowledge of customer core measures e.g. RFT contact centre metrics (PCA) and customer experiences measures e.g. NPS and CSAT.
- E2E order management understanding
- Excellent ability to lead and direct high performing customercentric teams with good product/process/quality/customer satisfaction knowledge
- A good level of experience discussing performance and business improvements with customers
- Strong leadership in guiding peer and virtual teams with proven expertise in people management and programme direction
Diversity Inclusion & Belonging
Were a Times Top 50 Employer for Gender Equality. Were endorsed by WORK180 and were a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and were a Disability Confident Employer. Working together with our Employee Networks were wholly committed to ensuring that our peoples voices are heard and that everyone feels a sense of belonging and pride to be a part of CityFibre. If youd like to explore our culture and values check out The CityFibre Way.
What you can expect from us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave a day off on your birthday a day off to support a charity or organisation of choice a range of wellbeing and savings initiatives including private medical insurance and supportive family friendly and menopause policies.
Additional Information :
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed starting with our recruitment process. No matter your background family or carer status ethnicity sexual orientation religion age disability gender or gender identity we welcome your application. If you need any support or reasonable adjustments throughout the application process please email us at We want to help!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
