Customer Services Director

Develop, set out and meet / exceed our customer charter, be our customer champion as we double our customer numbers over the next few years.

Lead, inspire, transform, and improve our customer operations teams, help make sure they provide a best-in-class customer journey, experience, and service.

With support from transformation and technology teams you will lead and get us where you and we want to be.

Note: we are looking for a presence at our Abingdon Head Office on a weekly basis.

We would love to see where you have brought positive change and realised benefits in a similar sized team and business – currently circa 100 FTE and we are an Internet Services Provider (ISP) with 100K+ customers.

We would love to hear where you can relate to the growth pains and challenges, we have faced so far, plus hear, and discuss those we will need to address soon and in the future. Talk us through how you have been the architect and deliverer of solutions.

You will be able to talk strategy, budgets, Board Level reporting but most importantly, you will be able to paint the picture of how you improved customer journey, experience, and service, as well as team satisfaction scores.

Ideally you will come from a telecom, utilities, consumer subscription type business.

We design, build, and operate a gigabit, full fibre (FTTH/ FTTP) network. We are an ISP with 100k+ customers. We have grown from 80 to 800+ employees in the past 6 years but are now entering a phase where focus is on maturing and transforming. We are firmly established as the largest rural, full fibre alternative network (altnet) in the UK.

We are a challenger brand who brings ultra-fast broadband to rural homes and businesses left behind by the big brands. Our vision is to empower these rural communities with the kind of connectivity they could get in any major city, transforming the lives of our customers in the process.

This person will ensure that the service we provide them is a best in class one