Job Description
This hybrid role offers a great balance of home and office working. You'll join your colleagues in our Telford office 2-3 days a week.
As the UK's largest fibre-only network, and its only proven wholesale challenger, we're 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 Ethernet Team Leader
You will lead the customer and engineering-facing team, managing all contact and journey aspects for our Ethernet provisioning product. Focusing on delivering outstanding customer service by meeting call handling, quality, and avoidable contact targets and ensuring proactive and reactive order leadership to support Right First Time outcomes. You will foster a customer- and performance-driven culture that learns from mistakes and drives internal and industry-wide improvements to reduce contact and enhance customer experience.
You'll 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:
* Leading the team responsible for all customer contact and order journeys for CityFibre Ethernet, ensuring a positive brand experience for ISPs and engineering partners
* Implementing and operationalising the Ethernet Customer Provisioning strategy, acting as the face of the service and escalation point with a One Contact Resolution approach
* Owning service level delivery across order management, ensuring alignment with regulatory and industry resolution timelines
* Collaborating with peers to shape working practices across training, process, quality, and regulatory adherence for new products and services
* Driving continuous improvement and full team engagement in partnership with the Continuous Improvement Senior Manager
* Being accountable for operational KPIs, team performance, employee engagement, and budget management, including people-related costs
What you'll bring to the role
You'll bring confidence in managing end-to-end product and service journeys, applying continuous improvement to problem-solving, and communicating effectively with external partners. You'll be skilled in leveraging Salesforce dashboards to analyse and present operational data for informed decision-making.
You'll also have:
* Proven experience in desk-based operations and first-line leadership within customer-focused environments
* Expertise in Customer Culture, Contact Centres, Product and Relationship Management, and Order/Journey Management
* Strong understanding of customer metrics including RFT, PCA, NPS, and CSAT, with end-to-end order management expertise
* A track record of leading high-performing, customer-centric teams with deep knowledge of product, process, and quality
* Experience engaging with strategic partners and customers to drive performance and business improvement
* Effective leadership of people and programmes, with the ability to influence peer and virtual teams
Diversity, Inclusion & Belonging
We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we're a Disability Confident Employer. Working together with our Employee Networks, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd 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