Customer Delivery Fibre Manager - 12 month FTC

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in the Irlam office at least 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 Fibre Manager

You will oversee customer and engineering-facing teams, ensuring exceptional service through efficient contact handling, proactive order management, and Right First Time delivery. You will drive a performance-focused culture, fostering continuous improvement to enhance customer experiences and reduce unnecessary contact.

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:

• 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 self-service, AI-driven interactions, and high-quality human support

• Act as the face of CityFibre’s provision service journey, ensuring effective escalation handling through One Contact Resolution

• Oversee multi-layered 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, high-performing team while ensuring operational KPIs, customer satisfaction (NPS, CSAT), and continuous transformational change

What you’ll bring to the role

You will bring a track record of desk-based operations and extensive experience gained at a first-line managerial level in a customer environment. You’ll 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 customer-centric 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

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.

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 careers@cityfibre.com. We want to help!