Hi there! Thanks for stopping by our job ad.

We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment:

1. We’re the only broadband provider on the market offering residential speeds up to 3,000 Mbps.
2. Our network covers over 1.3 million properties in London, which is more than one third of homes in the UK’s capital city.
3. We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlords.
4. We have freely connected over 600 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadband.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

Field Technical Support Advisers are responsible for providing ‘back-office’ technical support to Customer Engineers carrying out new customer installs or service visits. As advanced users of our back-office systems they provide an escalation channel for Customer Engineers to unblock system issues, deal with customer-requested package changes and provide additional information to allow the successful completion of the in-home task.

What you’ll be doing:

• Respond in real time to Customer Engineer escalations raised through the support channel to allow the successful completion of the in-home task.
• First priority is to address issues that are blocking a successful install.
• Second priority is to provide support to complex service calls.
• Track and report on the issues raised and the resolution of those.
• Work with other teams (IT, Customer Engineering, Network Operations) to develop root cause solutions for the issues raised.

The experience we’re looking for you to bring:

• Previous experience in a telecommunications/technology based environment providing technical support, including good working knowledge of FTTH technology and residential WiFi.
• Positive, personable and helpful attitude with a strong focus on achieving the best customer experience.
• Self-starter with strong fact-based problem-solving skills.
• Familiarity with CFL systems including Hobs, AMS, Toolkit, Grafana, Lifemote, Zendesk is a definite advantage.
•  Good general IT skills (MS Office, Teams etc.)

Why join us:

• You get to work with some of the best technology in the market
• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
• We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave, our treat to you
• Keen cyclist, join our cycle to work scheme
• Flexible WFH policy
• Enjoy the perks of Private Health Cover
• You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page: 

https://careers.communityfibre.co.uk/

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.