Job Description

There will be travel and out of hours working required as part of this role.

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 competitive salary depending on experience, 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 customers are at the heart of everything we do, so when things go wrong, it’s vital that we work to deliver the best possible outcome and minimise any adverse effects. You’ll be a key player in making sure this happens by taking responsibility for Major Incident processes and procedures. Day to day, this is some of what you can expect to be doing:

• Driving continuous improvement deliverables for the Major Incident process
• Providing regular reporting and information dashboards
• Arranging and hosting regular in-life scenarios, producing full reports including any identified improvements
• Working closely with customers, internal teams, and vendors to manage high priority incidents through to resolution
• Managing high priority communication bulletins to customers and internal stakeholders
• Ensuring post incident reviews, incident and root cause analysis reports are carried out

What you’ll bring to the role

As well as experience in a similar role, you’ll enjoy all the challenges that come with working in major incidents and the drive to deliver results which improve the customer experience. You’ll also bring the following with you:

• Experience managing and handling complex Major Incident  team and customer communication bulletins
• Experience of continual improvement implementation
• Ability to easily build strong working relationships with colleagues and customers
• Ability to engage with people at all levels, relaying information in a non-technical way
• Knowledge of ITSM tools such as ServiceNow
• Strong customer service skills

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.

Additional Information

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 careers@cityfibre.com. We’re here to support you in changing up your career.