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.

FullFibre is looking for candidates with previous experience in a technical customer service role, or technically minded customer-centric people at the start of a network/communications/IT career.

The role will initially focus on managing inbound communications (email and telephone), logging calls into a ticketing system and managing tickets through to resolution, using appropriate resolver groups.

Depending on previous experience and aptitude you will have the opportunity to resolve many of the tickets yourself, progressing through Tier 2 and Tier 3 NOC functions and into network design or other roles as the company expands and your experience grows.

Join Full Fibre as a Service Desk Operative 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

Customer Support

• 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 services, ensuring minimal downtime for customers.

Incident Management

• Log all customer interactions and technical issues in our ticketing system, accurately documenting the description, troubleshooting steps taken, and the final resolution. Escalate complex issues to the appropriate teams for further investigation and resolution.

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

• 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, Experince and Qualification

• Previous experience in a customer service or technical support role, preferably in the telecommunications industry or a related field.
• Strong technical aptitude with the ability to troubleshoot network connectivity, hardware, and software issues.
• Familiarity with ticketing systems, customer relationship management (CRM) tools, and remote support tools.
• Problem-solving skills, attention to detail, and the ability to adapt to changing technologies and processes.
• A basic understanding of full-fibre networks, broadband technologies, and associated hardware or a willingness to learn
• Willingness to work towards an associate-level networking certification such as CCNA
• Ability to work independently, prioritise tasks, and manage time effectively in a fast-paced environment.

\xef\xbb\xbfBenefits

• Salary up to \xc2\xa330,000 DOE
• 25 Days Holiday + bank holidays
• Company Sick Pay
• Pension Scheme
• Private Healthcare Insurance
• Cycle to Work Scheme
• Tech Scheme
• \xc2\xa3250 Referral Scheme
• Continued Professional Development
• Ongoing Training and Support
• + New and Exciting benefits coming soon.

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