Customer Field Team Leader in Newcastle upon Tyne

CityFibre provides wholesale connectivity to multiple business and consumer service providers, local authorities and mobile operators. As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be. Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives. At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together.

As a Customer Field Team Leader, you will lead, motivate and develop a team of Customer Field Engineers, ensuring they deliver safe, high-quality work and best-in-class customer outcomes. This role calls for a strong mix of leadership, technical knowledge and customer focus, with responsibility for supporting your team to follow best practice, resolve on-the-day issues and deliver right-first-time completion across civils, repairs and installations.

You’ll receive a competitive salary, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.

This is some of what you can expect to be doing:

• Lead a team completing civils, repairs and installations across business and residential properties, ensuring on-the-day issues are resolved quickly and effectively to support right-first-time delivery.
• Oversee and participate in minor civils activities, both private and public, as well as repairs across our own network and the Openreach PIA network, including reinstatement to industry standards.
• Conduct safety checks with your team and complete quality audits across your region, covering completed installations, civils activities, fibre repairs, PIA repairs and vehicle standards.
• Manage customer complaints and escalations from initial contact through to a positive resolution, in line with CityFibre KPIs.
• Embed a strong safety-first culture, ensuring your team follows best practice and works safely, consistently and to the required quality standards.

What you'll bring to the role:

This role would suit a confident Team Leader with a passion for developing people, building strong relationships and ensuring field activity is delivered safely and to a high standard. You’ll be comfortable working at heights, including on ladders and climbing poles, and will bring extensive, relevant field experience alongside strong fibre knowledge.

You’ll also have:

• Experience leading, motivating and developing field-based teams to deliver high-quality customer and operational outcomes.
• Strong fibre knowledge and hands-on experience across installations, civils, repairs and network activity.
• The ability to manage customer complaints and escalations professionally, working towards positive outcomes in line with KPIs.
• A strong focus on safety, quality and compliance, with the confidence to carry out checks, audits and coaching conversations.
• A valid UK driving licence with no more than 6 penalty points.

Life at CityFibre: Everyone deserves to feel heard, valued and truly included. Working alongside our Employee Communities, we’re committed to creating a workplace where people feel a genuine sense of belonging and pride in what they do. That’s why we’re proud to be a Times Top 50 Employer for Gender Equality, endorsed by WORK180, a Disability Confident Leader, a Care Leaver Friendly Employer, and a signatory of the Armed Forces Covenant Gold Award.

We’ll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life – including generous annual leave, with an extra day off on your birthday, private medical insurance, health cash plans and family-friendly policies.

Qualifications: You’ll need the following qualifications:

• NRSWA LA and S1
• Openreach PIA S007 Sub-Duct and Cable Installation
• SA001 Overhead Safety and SA002 Underground Safety, or SA006 Safe Working in Civils

The following qualifications are desirable:

• NRSWA S2, S3, S4, S5, S7 and S8
• SA020 MDU Installations
• SA022 Track and Locate Underground Services
• Health and Safety qualifications including EFAC, EUSR, Abrasive, IPAF and TETRA

CityFibre will provide you with the training and support you need to gain any of the above desirable qualifications you do not currently hold.

Additional Information: We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help!