Operations Manager - Field Support Services

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Company Description

Job Description

This hybrid role offers a great balance of home and office working. You'll join your colleagues in your local office at least 2 days a week.

As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!

Joining us as an Operations Manager - Field Support Services

As an Operations Manager, you'll drive seamless property installations across live cities, supporting our network rollout. Leading internal teams and external partners, you'll ensure high-quality, Right First Time (RFT) installations with exceptional customer service and operational efficiency. With a focus on install volumes, you'll help uphold our reputation for reliability and excellence.

You'll receive a salary of up to £60,000,a car allowance, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Managing performance across installation partners to meet RFT and service targets
• Ensuring efficiency and accuracy in internal resource allocation against priorities
• Leading field-aligned installation Unhappy Path resolution activities
• Driving pre-enablement activities and resolving installation failures
• Conducting After Action Reviews for in-life service incidents
• Reporting on operational performance and driving service improvements

What you'll bring to the role

You'll be a proven operational leader with strong commercial awareness and a customer-first mindset. You'll also have:

• Experience leading and developing multi-skilled teams
• Strong stakeholder and partner management capabilities
• A track record of improving operational processes and governance
• Proficiency with Salesforce, ServiceNow, and MS Office
• Excellent communication, analytical, and problem-solving skills
• A resilient and proactive approach to leadership and delivery

Diversity, Inclusion & Belonging

We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we're a Disability Confident Employer. Working together with our Employee Networks, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

Qualifications

Additional Information

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 careers@cityfibre.com. We want to help!