Customer Empowerment Manager

Job Description

This is a hybrid role with a mix of at home and occasional office working.

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 Salary of up to £46,000 depending on experience + a car allowance, 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

This is a new role within our Customer team where you’ll lead on governing and delivering the change needed to keep our customers at the heart of everything we do. You’ll be involved in lots of exciting projects that support our new capability in the digital service experience space, underpinning our strategy of a friction free, effortless, and digital first service proposition that enables us to deliver a world-class customer experience. Day to day, this is some of what you can expect to be doing:

• Developing and maintaining and in-depth understanding of our customers need for the use of technology, process enhancements and case routing solutions to deliver a strong customer experience
• Leading the development of a self-serve capability in a world-class customer led portal that’s seamlessly integrated with other customer communication channels and online services
• Contributing to and implementing a customer service orientated social media service strategy and solution
• Supporting the onboarding, education, and growth of our customers by leading transformation with online learning tools and co-created media to ensure maximum self-sufficiency
• Managing and maintaining the customer empowerment strategy including its role in the go-to-market process and continuous coaching to our Customer team of thinking “self-serve” first

What you’ll bring to the role

You’ll continually champion world-class customer experiences through your strong understanding of self-serve capability and experience with insight led customer journey optimisation. You’ll also bring the following with you:

• Experience of managing digital service tools/channels, monitoring, analysing, recommending and implementing improvements to improve CX Customer Experience eg: web chat, web messaging, IVR, website FAQ's, deflection bots, KB
• Ability to create, manage and optimise customer service and frontline agent facing content across websites, portals, and knowledge bases
• Experience in customer lifecycle management
• Ability to solve complex problems, multi-tasking across multiple demands, systems, and strategies
• Experience contributing to and designing digital service and knowledge management KPIs and performance measures

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

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 [email protected]. We’re here to support you in changing up your career.