Job Description

Customer Excellence Night Shift Team Leader - Youfibre & Brsk
About Us
We're not just another broadband provider--we're the fastest-growing, full-fibre ISP in the UK, with a 4.8 Trustpilot score. We're big believers in open ideas, real impact, and teams that genuinely enjoy working together. If you're after a role where your voice is heard and your work makes a difference, you might've just found your next move.
About the Role
Our ISPs, Youfibre & Brsk, are all about creating seamless, human-centred experiences--every time a customer reaches out. As our Customer Excellence Team Leader, you'll be at the forefront of that mission, guiding and empowering your team to deliver consistently outstanding service across every touchpoint.
We're setting up our first 24/7 team leadership roles that will work across both of ISPs after hours. This role will ensure that we drive excellence in after-hours operations. Your leadership will ensure that customer queries are handled with care, speed, and precision--always through the lens of "doing what we say we'll do, when we say we'll do it" and keeping the customer truly at the heart of everything we do.
What You'll Be Doing:

• Championing the voice of the customer across our ISP's.
• Leading, mentoring, and coaching a team of Customer Excellence Agents to deliver best-in-class support every single time.
• Ensuring a seamless 24/7/365 customer service experience via a rotating monthly night-shift roster.
• Managing fault resolution across multiple channels--call centre, email, chat, social media, and more.
• Managing planned and unplanned incidents end to end
• Embedding a First Contact Resolution approach as the standard for handling enquiries.
• Supporting agents with any queries they may have.
• Handling escalations from customers when the agent requires an escalation point.
• Handling contact via phone, chat, email and other channels in between your managerial duties.
• Monitoring and improving customer experience through consistent feedback loops.
• Engaging with team members to guide growth, engagement, and performance.
• Driving operational efficiency and effectiveness across the internal and external team.
• Measuring performance against clearly defined KPIs--and celebrating wins.
• Encouraging cross-functional collaboration to continually elevate the customer journey.
• Manage the performance of our outsourced partners.

About You
You're a natural people leader who's passionate about customer experience and has a solid track record to prove it. You've walked the walk--working your way up from front-line support to leading high-performing teams--and now you're ready to inspire others to do the same.
What you will bring:

• Proven experience in a customer service team leader or second-tier support role, in a contact centre or face-to-face environment.
• Bring a partnership approach and mindset, to work with our external contact centre partners, to get the best outcomes for both parties, including SLA management, coaching and share best practices.
• Strong knowledge of technical support and social media customer interactions.
• A coaching-first mindset--your team feels supported, challenged, and empowered under your guidance.
• An obsession with the customer journey, paired with the operational acumen to drive results.
• Excellent communication skills--both written and verbal--and the ability to connect with people at all levels.
• The ability to thrive in a fast-paced, ever-evolving environment - resilience is key!
• Experience with customer service ticketing systems, QuickBase, HubSpot, and Microsoft Office suite, Teams, Dialpad Telephony, Workforce management and contact centre statistics/analytics

Other Things to Know

• This is primarily a remote position,
• This is a night-shift position, so you must be willing to work nights. The exact times of your shift may vary and will typically follow a pattern of 4 nights on and 4 nights off.

Join us and be part of a team where your voice matters, your ideas drive change, and your leadership shapes the future of customer experience.

Skills Required