At a Glance
- Tasks: Lead Customer Experience and Quality, tackling complaints and enhancing service across all channels.
- Company: Join Fibrus, a forward-thinking telecoms company committed to diversity and employee growth.
- Benefits: Enjoy competitive pay, mental health support, private healthcare, and professional development opportunities.
- Other info: Be part of a dynamic team transforming digital infrastructure in Northern Ireland and Great Britain.
- Why this job: Make a real difference in customer satisfaction while working in a supportive and inclusive environment.
- Qualifications: Experience in customer service leadership and a passion for improving customer journeys.
The predicted salary is between 56059 - 68517 £ per year.
Your mission is to lead Customer Experience and Quality at Fibrus, owning escalated complaints, customer insight and service quality across agent-led and automated channels. You will ensure fair, consistent outcomes, effective support for vulnerable customers and measurable improvements informed by customer feedback.
Working with Customer Service Operations, training, digital, product, field, network and partner teams, you will identify causes of dissatisfaction, agree corrective actions and track delivery. You will combine case management with proactive quality assurance, clear customer communications and preventative action to protect customer trust and loyalty.
What will you be doing?
- Lead and develop the Customer Experience function.
- Create a high-performing culture focused on accountability, service excellence and continuous improvement.
- Improve customer journeys by reducing friction, repeat contacts and avoidable work.
- Own the complaints-handling framework, overseeing escalated and high-profile complaints, including those raised through political representatives.
- Act as the primary contact for the ombudsman and relevant regulatory bodies.
- Own the agent quality framework across the entire customer journey.
- Drive the adoption of technology, automation, self-service solutions and emerging AI tools.
- Use customer insight, operational data and colleague feedback to identify and prioritise improvements.
- Work closely with Sales, Marketing, Technical, Operations, Finance and IT to deliver a seamless customer experience.
- Manage customer experience KPIs, service performance and transformation initiatives.
- Help review customer impact and support sign-off for new products, customer communications and process changes before launch, in line with agreed governance.
- Evaluate interaction accuracy, fairness of outcomes, recognition of complaints and vulnerability, and data handling.
- Bring together complaints, reviews, surveys and quality findings into a single Voice of Customer view.
- Identify root causes, quantify customer and business impact, and agree actions, owners and deadlines with product, operations, field and network partners.
- Lead the customer experience input into loyalty and rewards programmes within the customer portal and wider customer journey.
What will you bring?
- Demonstrable experience managing team performance against KPIs, service levels and quality targets.
- Significant leadership experience in Customer Experience, Customer Service, Customer Care, Contact Centre or Service Operations.
- Experience coaching, motivating and developing colleagues to improve individual and team performance.
- A strong understanding of telecoms complaints-handling requirements and support for vulnerable customers, with the ability to translate obligations into effective operational controls.
- Experience designing or managing quality scorecards, interaction evaluations and calibration across voice and digital channels.
- Experience leading change and implementing technology-enabled improvements.
- A proactive approach to improving processes, customer experience and operational efficiency.
- Excellent communication and interpersonal skills, with the ability to engage, support and motivate colleagues at all levels.
- The ability to manage competing priorities, make informed decisions and remain effective in a fast-paced operational environment.
- A strong understanding of customer experience and service quality.
- Experience across customer contact channels, including voice, email, web chat, messaging and social media.
- The ability to build positive working relationships across departments.
- A commitment to an inclusive culture built on respect, diversity and support for all colleagues.
- Experience in the telecommunications market is desirable.
How to apply
To apply to join the Fibrus Group, please do so online and our recruitment team will be in contact with you once we've had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus.
At Fibrus Limited, we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities.
We're happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.
All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications.
Customer Experience & Quality Manager in Belfast employer: Fibrus Networks Ltd
At Hyperfast Networks, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our hybrid working model allows for flexibility, while our commitment to employee growth ensures that you will have ample opportunities to develop your skills and advance your career in the thriving telecommunications sector. Located in Northern Ireland, we embrace diversity and inclusivity, making it a rewarding place to work for individuals from all backgrounds.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Quality Manager in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fibrus Networks Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fibrus Networks Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience & Quality Manager in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fibrus Networks Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Fibrus Networks Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fibrus Networks Ltd!
How to prepare for a job interview at Fibrus Networks Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
