Business Service Manager

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. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment:

• We’re the only provider in London offering residential broadband speeds of up to 5Gbps.

• Our network covers 1.3 million properties in London, which is more than one third of homes in the UK’s capital city.

• We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlords.

• We have connected 720 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadband.

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:

• 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 focussed 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

• Service Reviews: Conduct monthly or quarterly business reviews to discuss network performance and future scaling needs.

• Churn Mitigation: Proactively identify at-risk accounts by monitoring ticket trends and service satisfaction.

• Onboarding: Oversee the transition from the sales/install phase to the live service phase, ensuring the client understands their support structure.

• Performance Monitoring: Track Uptime, repair time and latency metrics against client contracts.

• Service Credits: Manage the investigation and processing of service credits if an outage violates the SLA.

• Reporting: Generate and deliver technical performance reports that prove the value of the fiber connection to the client's stakeholders.

• Crisis Communication: Act as the main point of contact for business clients during major network outages, providing real-time updates.

• Post-Mortem Analysis: Lead Root Cause Analysis reports after significant incidents and present the findings/remediation steps to high value client.

• Internal Liaison: Coordinate between the NOC, field technicians, and the account management team to prioritize repairs.

• Process Improvement: Identify bottlenecks in the service delivery pipeline and work with engineering to streamline fibre provisioning.

• Upsell Identification: To identify when a client’s bandwidth usage suggests they need an upgrade (e.g., moving from 1Gbps to 10Gbps).

• Technical Consulting: Advise clients on back-ups or ensure dongle distribution to ensure their business remains online even if a single fibre line is damaged.

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 cultu re

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 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:

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.