Business Service Manager

Community Fibre Limited; Greater London; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading broadband provider in Greater London is looking for a customer-centric professional to manage enterprise customer experiences. The role involves proactive support, managing service disruptions, and improving customer satisfaction metrics. Candidates should have strong communication skills and experience in account management. Benefits include 25 days of holiday, flexible work-from-home options, and private health cover.

Benefits

25 days holiday

Birthday leave

Cycle to work scheme

Flexible WFH policy

Private Health Cover

Qualifications

• Demonstrable experience in relevant roles such as account management and customer service.
• Knowledge of telecommunications market and portfolio is desired.
• Strong fit for our brand and organisational culture.

Responsibilities

• Take ownership of internal service projects to improve customer experience.
• Be the primary point of contact for large enterprise customers.
• Lead customer facing service meetings focused on delivering service reports.
• Manage customer communications during service disruptions.
• Ensure customer data management meets GDPR requirements.

Skills

Customer centric

Account management experience

Strong written and verbal communication skills

Strong IT skills including CRM systems

Self-motivated

Well organised

Tools

CRM systems

Job description

Overview

Hi there! Thanks for stopping by our job ad. We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. We build, own and operate our dedicated fibre optic network and install it directly into the home. We’re growing and looking for forward thinkers to join our team.

We’re proud of our achievements so far, but we are not complacent and are expanding our business. This role is for someone who is passionate about technology, a hard-working team player, and wants to be part of a growing company.

Job purpose

• To be an integral part of the growing Community Fibre Business team who provide an exceptional in-life sales and service experience for our customers
• To manage the in-life service experience for our enterprise customers and partners to provide an extra level of care over and above the standard account management process

What you’ll be doing

• Taking ownership of internal service projects and tasks required to improve the service management function and processes and the overall customer experience
• Being a named primary point of contact for large enterprise customers and partners who require a more proactive and bespoke level of in life support than our standard customer base
• Being an escalation contact for enterprise customers requiring prioritised business support in the case of major technical issues and ensuring the customer services team and technical support teams take swift action
• Managing customer communications and expectations during service disruption including proactive engagement prior to planned maintenance
• Leading customer facing service meetings on a regular basis specifically focused on delivering bespoke service reports for customers that cover SLA performance and root cause analysis and taking ownership of actions and next steps
• Being the primary point of contact for enterprise customers requesting to cancel, cease or upgrade services or for general service enquiries such as billing
• Notify enterprise customers when new package options and offers are released and provide regular product and service updates to ensure they are always well informed and feel engaged with us
• Take an active part and be targeted against the continual improvement of the B2B NPS scores and reacting fast to customer feedback or issues that are raised as part of the NPS customer survey process
• Achieving >90% Resolution Satisfaction (RSAT) from customers following an incident or request
• Continually seek opportunities to attain 5 star Trustpilot reviews and case studies and identify customers who would be willing to take part in the Business Referral Scheme to drive new customer acquisitions
• Effective use of the CRM platform to maintain an accurate set of data pertaining to customer packages and renewal dates
• Ensuring all contact management and processing of customer data meets the requirements of GDPR

The experience we’re looking for you to bring

• Customer centric
• Demonstrable experience in relevant roles such as account management and customer service
• Knowledge of telecommunications market and portfolio (desired)
• Strong written and verbal communication skills
• Strong IT skills including the use of CRM systems
• Self-motivated
• Well organised
• Strong fit for our brand and organisational culture

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 and knowledge, we value your contribution
• 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave
• Keen cyclist, cycle to work scheme
• Flexible WFH policy
• Private Health Cover
• 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: 23 careers.communityfibre.co.uk

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.