Job Description

Fibre Only. Wholesale Only. Gigabit Capable.

FullFibre is a rapidly growing fibre wholesale company providing high-capacity internet connectivity to our ISP partners.

With our continued growth we are expanding our customer service team to enhance our in-life support services. This includes building a new Service Desk and Network Operation Centre (NOC) function to provide a dedicated point of contact for all inbound customer enquiries and technical requests.

We are looking for a NOC Manager with previous experience in a senior NOC role who can support a new NOC team as they migrate existing service functions out of the wider business and into a dedicated NOC. The NOC will initially be responsible for catch and dispatch services for all inbound contacts into the business, later developing the experience and technical capability to be the primary resolver group for increasingly complex incidents. The team will become increasingly responsible for all Contact Centre and NOC Tier 1 and Tier 2 functions, working alongside our existing Tier 3 staff.

The ideal candidate will be familiar with ITSM and NMS systems, with a strong understanding of process workflow and ITIL methodologies.

Join Full Fibre as a NOC Manager and be part of a dynamic team dedicated to providing exceptional customer service and technical support. Help us deliver reliable and high-speed full fibre services, empowering our customers with a seamless and connected experience.

Key Duties and Responsibilities

Team Management and Development

• Manage and support a brand-new team of NOC staff.
• Grow and develop staff through Tier 1 and Tier 2 roles and promote onward development into other roles within the business
• Produce plans and roadmaps for the development of the NOC team.

Reporting

• Build and report key performance indicator (KPI) stats for senior management reporting.

Customer Service

• Provide the initial point of contact for all inbound calls into the business (Contact Centre Function): Provide first-line support to customers via phone and email, addressing inquiries, troubleshooting technical issues, and resolving problems in a timely and efficient manner.

Technical Troubleshooting

• Diagnose and resolve network connectivity issues, equipment malfunctions, and software configuration problems related to Full Fibre\xe2\x80\x99s services, ensuring minimal downtime for customers.
• Follow escalation paths to successful resolutions in line with organisations\' best practices guidelines.

Continuous Improvement

• Contribute to the development and improvement of support processes and documentation.
• Identify recurring issues and collaborate with the technical team to implement preventive measures and service enhancements.

Collaboration and Communication

• Work closely with cross-functional teams such as network build, marketing, sales, and field engineering to ensure a seamless customer experience and provide feedback on customer pain points, product improvements, and service enhancements.

Quality Assurance

• Maintain a high level of professionalism, accuracy, and attention to detail in all customer interactions. Conduct follow-up activities to ensure customer satisfaction, gather feedback, and identify areas for improvement.

Skills, Experience and Qualifications

• Solid people management and leadership experience
• Previous experience in a senior NOC / NOC team leader role is essential, preferably in the telecommunications/ISP industry.
• Experience with ticketing systems (ITSM), customer relationship management (CRM) tools, and remote support tools is essential.
• Strong technical aptitude with the ability to troubleshoot network connectivity, hardware, and software issues.
• Excellent verbal and written communication skills with a customer-centric approach.
• Ability to manage the team\xe2\x80\x99s workload, prioritise tasks, and manage time effectively in a fast-paced environment.
• Strong problem-solving skills, attention to detail, and the ability to adapt to changing technologies and processes.

Welcome to FullFibre - the future of connectivity! We\'re a cutting-edge telecommunications company dedicated to bringing lightning-fast, reliable, and future-proof full-fibre broadband to homes and businesses across the UK. Backed by one of the largest UK infrastructure investment firms, Basalt and our state-of-the-art fibre-optic network, we\'re revolutionizing the way people connect, work, and live, powering the digital transformation of communities and unlocking limitless possibilities.

Join us on our mission to deliver unparalleled internet speeds and an unparalleled online experience and our ambition to become the leading builder of Alt-net Fibre Broadband networks in the UK.

Get ready to surf, stream, and work at the speed of light with FullFibre.

FullFibre is committed to a diverse and inclusive workplace. FullFibre is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, disability, age or other legally protected status. If, as part of the recruitment process, you need any assistance, please make this known to us. If you need to do this before applying for the role, please email

FullFibre