Technical Services Team Leader

This hybrid role offers a great balance of home and office working. Youll join your colleagues in your local office at least 3 days a week.

As the UKs largest fibre-only 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 Technical Services Team Leader

As a Technical Services Team Leader you will play a key role in the day-to-day management development and performance of our 24/7/365 Technical Services team. Youll ensure the team operates efficiently maintains high service quality and meets performance targets while supporting customer issue resolution.

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:

• Managing the day-to-day activities of the team ensuring adherence to guidelines and processes
• Developing team skills and competencies including training and personal development plans
• Monitoring performance against objectives providing support and mentoring where needed
• Leading by example assisting with hands-on technical work and fault resolution
• Handling escalations collaborating with internal teams and managing customer queries/disputes
• Scheduling staff rotas and ensuring effective resource allocation.

What youll bring to the role

With strong leadership and technical expertise youll drive team performance while maintaining high service standards. Youll also have:

Previous experience in a technology/telecoms environment
A track record of leading and overseeing a technical service team
Strong knowledge of networking VoIP technologies and internet services (ADSL FTTC PSTN)
Excellent troubleshooting skills and the ability to resolve/escalate complex issues
Experience working within SLAs handling escalations and ensuring customer satisfaction
Strong communication and interpersonal skills with the ability to translate technical details for different audiences

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 Gold Covenant are a Care Leaver Friendly Employer and were a Disability Confident Leader. Working together with our Employee Communities 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 :

Full-time