Customer Field Team Leader

We are currently recruiting within the Leicester area for a November 2024 start

Our goal at CityFibre is to unlock the digital potential of Britain. As the UK’s largest independent full fibre platform, we are creating a broadband network that works seamlessly for everyone, every day, with powerful, gigabit-speed connections that enable people and communities to enjoy life in full flow. What’s more, we continue to grow. We’ve recently been awarded nine new Gigabit contracts worth over £782 million, as well as agreeing an exciting new partnership that will see Sky launch broadband services on our network.

Our growth means that you can grow here, too. At CityFibre, everyone is given the opportunity to make an impact. We’ve built a culture that allows you to bring your best self to work, within a welcoming, inclusive and supportive community. We’re a Times Top 50 Employer for Gender Equality; 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

As a team, we are groundbreakers, innovators and we keep things simple. We back each other and our goal is to deliver legendary service. Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a salary of £50,000, 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. 

When you join us, you’ll have a two-week induction in Milton Keynes where you’ll receive all the training you need to be successful.

In addition, you may be required to top up some of your telecoms accreditations and attend specialist training with our external training providers. All training costs and hotel accommodation are covered by CityFibre.

Please note, if you are successful in your application, CityFibre will ask you to complete a DBS check and a health assessment.

How you’ll change it up

As a Team Leader, you will lead, motivate and develop our Customer Field Engineers. It calls for a combination of leadership and customer focus, ensuring that your team follows best practice, embeds safety into everything they do and always delivers best-in-class customer outcomes.  

Day to day, you will:

• Lead a team to complete civils, repair and installations to business and residential properties, ensuring ‘on the day’ issues are resolved for successful completion of right first time delivery
• Oversee and participate in minor civil activities (Private and Public) and repairs on our network and the Openreach PIA network, including reinstatement to industry standards
• Conduct safety checks with your team, and quality audits for your region covering completed installations, civils activities, fibre repair, PIA repair, and vehicle audits
• Manage customer complaints and escalations from initial contact through to a positive resolution in-line with CityFibre KPIs

What you’ll bring to the role

We’re looking for Team Leaders who have a passion for building relationships, developing teams and ensuring sites are operating to a high standard. Confident working at heights (on ladders and climbing poles) you will have extensive, relevant experience and a good knowledge of fibre. In addition to a valid UK driving license, with no more than 6 penalty points, you must have these qualifications:

• NRSWA LA and S1
• Openreach PIA S007 Sub-Duct and Cable Installation and PIA S008 Overhead Cable Installation
• SA001 Overhead Safety and SA002 Underground Safety or SA006 Safe Working in Civils

The following qualifications are desirable:

• NRSWA S2, S3, S4, S5, S7 and S8
• SA020 MDU Installations and SA022 Track and Locate underground Services
• Health and Safety; EFAC, EUSR, Abrasive, IPAF and TETRA

CityFibre will provide you with the training and support you need to gain any of the above desirable qualifications you currently do not have.

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.

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 [email protected]. We want to help!