Service Manager 12m FTC

Greater Manchester
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1,001-5,000 employees
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12-month FTC. This is a hybrid role where you’ll work at least 2 days from your local office. There will be occasional travel to client sites too.

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’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

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.

How you’ll change it up

Our customers are at the heart of everything we do, so it’s important to us that we go above and beyond to deliver legendary customer service, and this is where we need you. You’ll manage the delivery of service across key partner accounts, making sure it meets contractual obligations whilst never losing focus of giving our customers a next-level experience. Day to day, this is some of what you can expect to be doing:

  • Owning the service review process
  • Highlighting further sales opportunities with key clients to our Sales team
  • Attending client meetings to build relationships with existing customers
  • Setting client relationship targets and KPIs in agreement with the Lead Service Manager
  • Owning CityFibre’s Customer Satisfaction score and any associated continual service improvements
  • Work alongside other internal teams to ensure that operational issues are resolved

What you’ll bring to the role

You’ll be an organised, forward-thinking, and driven Service Manager who has excellent customer service skills as well as the ability to easily build strong relationships. We’re also looking for you to bring the following with you:

  • Similar experience in a customer facing / service management role
  • Excellent problem-solving skills
  • ITIL foundation v3 or v4
  • You’ll ideally have experience working within telecommunications

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.

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 We’re here to support you in changing up your career.