Fibre Installation Manager- Failed Installs

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name. We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

• We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
• We have acquired over 500,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
• We have deployed our 100% full fibre network to over 300,000 premises to deliver the growth, which is rapidly moving towards 1 million in 2023.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

The Technical Failed Install Manager will be responsible for the co-ordinate of all activity across CFL Operations to ensure that customer installs that fail for technical reasons are remedied within SLAs. Key outcomes to which they will contribute: Reduced technical fail percentage (supporting), faster resolution technical fails that do occur (leading) and availability of clear customer-specific information to improve CX (leading).

What you’ll be doing:

• Co-ordinate all activity across CFL Operations to ensure that customer installs that fail for technical reasons are remedied within SLAs.
• Understand and report on root cause information (of technical fails), and work with peers in install, build and technical teams to continually decrease the proportion of installations that are not technically right first time.
• Establish and then manage a system to ensure that customer-specific information (issue, progress and ETR) is available to customer-facing colleagues.

The experience we’re looking for you to bring:

• Familiarity with FTTH deployment and installation would be advantageous, although not a pre-requisite for a fast-learner.
• Numerate, analytical and structure – the candidate must be able to setup and regularly deliver clear reporting including for root cause problem solving.
• Able to work across operations departments (planning, build, install, technical) and ensure customer issues are resolved.
• Attention to detail and accuracy coupled with a ‘can do’ attitude
• Strong knowledge of Microsoft Office, especially MS Excel.
• This could be an ideal opportunity for a results-focused individual who has been working in an analytical role to make a move into a more operations management role, or indeed for someone with field or supervisory experience to move into a management role.

Why join us:

• You get to work with some of the best technology in the market
• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
• We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave, our treat to you
• Keen cyclist, join our cycle to work scheme
• Flexible WFH policy
• Enjoy the perks of Vitality health
• You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.