Location: Liverpool / Surrounding Area
Reports To: Managing Director
Salary: £30,000 – £38,000 DOE
Team: Leading a small, growing support team (1–3 people initially), with scope to expand as Fibre Nova scales
Hours: Standard business hours, Monday–Friday
Start Date: ASAP
About Fibre Nova
At Fibre Nova, we believe the hardest-to-reach communities deserve the very best connectivity and the very best customer experience.
We're building our customer support function from the ground up, and our ambition is for it to become a genuine differentiator for the business, not just a queue of tickets to clear. Every interaction should leave customers feeling valued, informed and confident that they've chosen the right provider.
As our first Customer Service Manager, you'll play a foundational role in making that vision real.
The Role
We're looking for an exceptional Customer Service Manager to build, lead and grow our Customer Support function from an early stage.
This is far more than managing tickets and call queues. You'll own the entire customer journey after a sale is made, from onboarding through to long-term support, and you'll be the one putting the foundations in place: the processes, the team, the tools and the culture. As the team grows from a handful of people, you'll shape what good looks like and build the structure that lets it scale.
This is a genuine opportunity to build something from scratch and grow with it, rather than step into an existing structure.
Key ResponsibilitiesLeadership
- Lead, coach and develop the Customer Support team.
- Create a high-performance culture focused on accountability, ownership and continuous improvement.
- Hold regular one-to-ones, coaching sessions and performance reviews.
- Recruit, onboard and develop future members of the customer support team as it grows.
- Act as the escalation point for complex customer issues.
Customer Experience
- Own the customer journey from order through to ongoing support.
- Continuously improve customer satisfaction across every touchpoint.
- Build a proactive customer engagement strategy rather than a reactive support model.
- Identify opportunities to delight customers and create advocates for the Fibre Nova brand.
- Reduce customer effort by simplifying processes and communications.
Operational Excellence
- Design, implement and continuously improve customer service processes.
- Ensure all customer interactions are handled efficiently and consistently.
- Build documented Standard Operating Procedures (SOPs).
- Drive automation where appropriate without compromising customer experience.
- Work closely with Sales, Operations, Networks and Marketing to improve the end-to-end customer journey.
Performance & Reporting
Own and report on customer service performance, including:
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
- First Contact Resolution and Average Response/Resolution Time
- Call Quality and SLA Performance
- Ticket Backlog, Customer Churn and Complaint Resolution
Provide weekly and monthly reporting with clear improvement plans.
Continuous Improvement
- Identify trends from customer feedback and support data.
- Recommend improvements to products, systems and processes.
- Implement new technologies that improve customer engagement.
- Build knowledge bases and self-service resources.
- Champion innovation throughout the customer support function.
Collaboration
Work closely with Sales, Marketing, Network Operations, Build & Install Teams, Finance and the Managing Director to ensure customers receive a seamless experience from first enquiry through to long-term service.
What Success Looks Like
Within your first 12 months you will have:
- Built and stabilised a small, engaged and motivated customer support team.
- Created consistent, documented customer service processes.
- Reduced response and resolution times.
- Improved customer satisfaction and retention.
- Introduced meaningful customer engagement initiatives.
- Developed simple reporting dashboards that drive informed business decisions.
- Embedded a culture of accountability, ownership and continuous improvement.
- Laid the foundations for Fibre Nova to become known for genuinely good customer experience as it scales.
Skills & ExperienceEssential
- Previous experience leading a customer service or small contact centre team.
- Strong people leadership and coaching skills.
- Experience building or improving customer service processes.
- Excellent communication and stakeholder management.
- Highly organised with strong attention to detail.
- Data-driven approach to performance management.
- Experience using CRM, ticketing and telephony platforms.
- Comfortable working in a fast-paced, growing business where you'll be building things from scratch.
Desirable
- Telecommunications or ISP experience.
- Experience with Zendesk, WHMCS or similar platforms.
- Knowledge of customer journey mapping.
- Experience implementing customer engagement strategies.
- Continuous Improvement or Lean methodology experience.
Personal Attributes
We are looking for someone who:
- Leads by example.
- Has exceptionally high standards.
- Takes ownership.
- Thrives on solving problems.
- Is passionate about delivering outstanding customer experiences.
- Develops and inspires people.
- Challenges the status quo.
- Embraces change and innovation.
- Makes decisions based on data.
- Wants to build something from the ground up rather than simply maintain the current state.
Our Vision
Our vision is to build one of the UK's most respected customer support teams, starting small and doing it properly.
We want customers to recommend Fibre Nova not only because of our network, but because every interaction with us is professional, knowledgeable, personal and effortless.
Every conversation should reinforce trust. Every process should be simple. Every customer should feel valued.
This role is central to achieving that vision.
Why Join Fibre Nova?
This is an opportunity to build something from scratch. You'll have the autonomy to shape our customer experience from the ground up, influence business-wide decisions, and grow a small team into a support function the business is genuinely proud of.
If you're passionate about developing people, improving customer journeys and creating great service, we'd love to hear from you.
Pay: £30,000.00-£38,000.00 per year
Work Location: In person
