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For Companies At a Glance
- Tasks: Manage service partnerships and drive continuous improvement for customer satisfaction.
- Company: Join AllPoints Fibre, a leader in transforming fibre connectivity across the UK.
- Benefits: Enjoy 30 days annual leave, private medical insurance, and wellness perks like massages.
- Why this job: Make a real impact in a fast-paced, supportive environment focused on innovation.
- Qualifications: Strong communication skills and commercial awareness; ITIL certification is a plus.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Here at AllPoints Fibre (APFN), we are transforming fibre connectivity across the UK and that is no small task. So, we are on the hunt for talented individuals to join our journey.
Role Overview
We are on the lookout for a Service Manager to manage service partnerships with customers and suppliers to ensure service is delivered to agreed service levels, and that the desired business value is achieved. Produce operational documentation to ensure service requirements are clearly understood and performance is reported and reviewed; use this as input into continual service improvement.
Responsibilities
- Customer Engagement
- Own and report on Service Level Management
- Drive improvements with Service Improvement Plans (SIPs)
- Represent customers’ requirements and interests
- Drive continuous service improvement (CSI) and service development, increasing customer satisfaction and Net Promoter Scores (NPS)
- Remain accountable for developing and maintaining an industry leading end-to-end service experience for customers
- Remain accountable for delivery of customer’s contractual service deliverables, including service levels, and reporting etc.
- Driving the performance of operational teams to support in-life service delivery to customer
- Owning the relationship with key customer stakeholders for in-life service
- Maintaining close engagement with associated sales teams
- Maintaining close engagement with key account managers for larger customers and supporting operational and service escalations
- Engagement with aligned third party suppliers as appropriate
- Support with customer complaints, ensuring they are managed promptly and effectively, with outcomes used to drive service improvement
- Working with product management and procurement, participate in supplier identification, evaluation, and selection
- Liaising with procurement to align service management with commercial management
- Driving, measuring, and collating appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood
- Capturing risks and ensure effective mitigation approaches are agreed and in place, escalating high/very high risks
- Communicating major issues, escalating as required to reduce risk to SLA
- Collating service reporting documentation and ensuring it is available to all relevant stakeholders on a timely basis
- Participating in and chairing Service Relationship review meetings
- Regularly seeking and collating feedback from key stakeholders from both parties on service performance
- Initiating and managing Service Improvement Programmes (SIPs) where needed to eliminate unacceptable performance
- Using metrics and KPIs to drive continual service improvement, proposing contractual changes when necessary
- Collaborating on general service and process improvement where relevant
What we are looking for
Your Skills
- Ability to communicate clearly and inclusively both verbally and in writing
- A strong sense of commercial awareness
- Confidence in a service management environment
- A proven ability to work in a structured and methodical way
- Positive assertiveness
- Desirable: Knowledge of Customer or Supplier Management in a wholesale environment
- ITIL Service Management certification
The benefits at APFN
At AllPoints Fibre Networks, we are all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage! Everyone needs a break now and then, right? That is why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we have enhanced leave plans in place to support you through that. Additionally, we know how important it is to feel secure with your finances. That is why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living costs such as electricals and personal spending.
Our commitment to Diversity, Equity and Inclusion
At AllPoints Fibre, diversity makes us stronger. We are building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We are committed to:
- Fair pay and equal opportunities for all
- Supporting underrepresented groups through our Women in Telecoms Network
- Investing in future talent with our apprenticeship scheme and mentorship programmes
- Ensuring every employee completes Equality, Diversity & Inclusion training
- Creating a culture where every voice is heard and everyone has the opportunity to grow
We welcome applicants from all backgrounds and experiences. If you are excited about this role but do not meet every single requirement, we still encourage you to apply — we would love to hear from you.
About us
At AllPoints Fibre Networks (APFN), we make access to the UK’s full fibre rollout seamless, scalable, and seriously stress-free. We are a customer-first, future-ready network wholesaler. Empowering our partners with a frictionless route to the largest full fibre footprint in the UK. We are a team that values curiosity, ambition, and a get-things-done attitude. We are fast-paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you are collaborating across teams, solving complex challenges, or celebrating success. You will find an environment where you can flourish and make a real impact.
Next steps
If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details. If you require any reasonable adjustments to be made during your interview process, please tell us in your application or reach out for a discussion about how we can accommodate you in the selection process.
Service Manager (12 months Maternity Cover) employer: AllPoints Fibre
Contact Detail:
AllPoints Fibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager (12 months Maternity Cover)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Manager role.
✨Tip Number 2
Prepare for those interviews! Research AllPoints Fibre and understand their mission. Be ready to discuss how your skills align with their goals, especially around service improvement and customer engagement. Show them you’re the perfect fit!
✨Tip Number 3
Follow up after your interviews. A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the best choice for the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the AllPoints Fibre team. Let’s get you on board!
We think you need these skills to ace Service Manager (12 months Maternity Cover)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the Service Manager role. We want to see how you can drive service improvements and engage with customers effectively!
Showcase Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your ability to convey ideas succinctly. We love seeing examples of how you've communicated effectively in past roles!
Highlight Your Commercial Awareness: Don’t forget to mention any experience you have in a service management environment or with customer/supplier management. Show us that you understand the business side of things and how it impacts service delivery.
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at AllPoints Fibre
✨Know Your Stuff
Before the interview, make sure you understand AllPoints Fibre's mission and values. Familiarise yourself with their service management processes and how they engage with customers and suppliers. This will help you demonstrate your genuine interest in the role and the company.
✨Showcase Your Communication Skills
As a Service Manager, clear communication is key. Prepare examples of how you've effectively communicated with stakeholders in the past. Be ready to discuss how you would handle customer complaints or service escalations, showcasing your ability to maintain strong relationships.
✨Bring Data to the Table
Since the role involves driving performance through KPIs and metrics, come prepared with examples of how you've used data to improve service delivery in previous roles. Highlight any specific improvements you've driven and how they impacted customer satisfaction.
✨Emphasise Continuous Improvement
AllPoints Fibre values continuous service improvement. Be ready to discuss your experience with Service Improvement Plans (SIPs) and how you've initiated changes based on feedback. Show that you're proactive about seeking ways to enhance service quality and customer experience.
