Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We encourage change, have a challenger mindset, foster innovation and nurture a welcoming, inclusive and supportive community. In this environment we allow you to bring your best-self to work every day, helping you to achieve your goals, grow your career and reach your full potential.

We’re a Times Top 50 Employer for Women; are endorsed by WORK180; have pledged our commitment to the Armed Forces Covenant; and are a Disability Confident Employer. Working together with our Employee Networks, we’re committed to changing the industry for everyone. 

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a salary of up to £55k depending on experience, plus £6k Car Allowance. When you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

We believe we deliver our best when we work together. It’s the way we do things, trusting and giving our people the autonomy to manage their own day-to-day, promoting wellbeing, whilst still prioritising time together with our colleagues to connect, collaborate and share our ideas.

How you’ll change it up

Our Customer Delivery Solutions Manager will primarily focus on short to mid-term impact, while also developing plans for long-term strategic customer improvements. This role is aligned with our "build, fill, and thrill" strategy, with a specific emphasis on the "fill and thrill" components.

Day to day, this is what you can expect to be doing:

• Reduce long-term operational costs while scaling and growing our fibre offering.
• Improve customer experience to drive new revenue and retain existing customers.
• Create cost-effective service offerings using Artificial Intelligence and Robotics.
• Generate self-service options to reduce contact volumes into centres.
• Drive improvements in CSAT and NPS scores through change programmes.
• Foster an Agile programme management culture within the Customer Delivery Team.

What you’ll bring to the role

• Proven expertise in desk-based business improvement and cross-organisational collaboration.
• Ability to challenge existing customer service practices and implement new policies and approaches.
• Experience working with strategic partners and customers, including tendering processes and understanding core requirements.
• Proficient in customer core metrics (RFT, PCA, NPS, CSAT) and analytical tools (SQL, Excel, QA, Java) for data presentation.
• Skilled in building business cases for BI/PM programmes and leading customer-centric teams with strong product and process knowledge.
• In-depth knowledge of the Telco industry, including operational experience in call centres, field engineering, and service management.

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

Our people have a wide range of experiences and perspectives – and it’s this diversity of thought that makes us who we are.

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing [email protected]. We’re here to support you in changing up your career.