Lead Trainer (Telco)

Operations · London, London, City of
Department Operations
Employment Type Full-Time

Hi there! Thanks for stopping by our job advert. We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here, our network is full fibre and that’s directly to our customers so whether you’re a gamer, you have lots of data hungry family members or you love to chill out and download a movie we will have a package for you.


The clue is in our name and we love working with local communities in London. We want to bridge the digital divide in society and make internet accessible to all. We also love when we can welcome residents from the local community becoming team members of CFL, over 20% of our talent is from local communities that we serve.


We are not the new kid on the block, we were established in 2013 and some of our key achievements since then include:


  • Raised £400m investment from large institutions.
  • Acquired over 360,000 wayleaves across Local Authorities, Housing Associations and Private Landlords.
  • Deployed our full fibre infrastructure to over 100,000 premises.


So far we’re proud of our achievements and we are doing a great job disrupting the broadband industry but we are definitely not stopping here. To help us we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard workers to join us and help support our growing business.


Job purpose:

The Customer Engineering Lead Trainer is responsible for implementing Community Fibre’s policies and procedures into our Customer Engineering team, and improving the team’s overall effectiveness, compliance and customer satisfaction.  The Training Manager will be responsible for defining the onboarding and continuous development training programmes, leading in class and on-site training courses and demonstrations, as well as monitor engineering team’s compliance in accordance with the training/development provided. The Training Manager will take a proactive approach in addressing quality issues, as well as aid in the introduction of new hardware devices, services and protocols.


It supports our business vision by delivering a friendly, personable service, breaking the mould of the telecom industry’s notoriously poor customer experience - our Trustpilot reviews speak for themselves!


What you’ll be doing:

  • Provide in class and on-site instructional training for all customer engineering team members.
  • Implement a set of best practices, ensuring changes are systematically communicated to all operational member, ensuring successful adoption and compliance amongst engineering staff.
  • Draft and publish all necessary documentation, working closely with Community Fibres technical team to develop standards of installation.
  • Undertake Quality Assurance audits to ensure conformity across the business unit, measure and report on findings.
  • Develop an Engineering induction procedure for new hires, accounting for various entry level skill sets.
  • Ensure a Customer Centric ethos is cultivated, contributing to our positive customer engineering experience.


The experience we’re looking for you to bring:

  • Fibre installation/splicing skills and experience in fibre welcome but not necessary.
  • Good understanding of WiFi and various broadband capable devices and be able to demonstrate this to customers.
  • Good understanding of fibre terminology and able to communicate this effectively to customers as well as colleagues within the business.
  • Well-presented and able to demonstrate a professional image as the face of the business.
  • Self-motivated and able to work independently on a solo basis.
  • Able to demonstrate empathy with customers and colleagues – personable and friendly.
  • Calm under pressure and ability to work in a methodical way in a busy environment.
  • Proactive and efficient, and willing to go the extra mile for customers.
  • Passion for our purpose and mission.
  • Strong fit for our brand and organisational culture.


Why join us:

  • You get to work with some of the best technology in the market
  • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
  • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
  • Birthday leave, our treat to you
  • Keen cyclist, join our cycle to work scheme
  • Flexible WFH policy
  • Enjoy the perks of Vitality health
  • You get to work with an amazing bunch of people


What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.


If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.


Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs


We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

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  • Location
    London, London, City of
  • Department
    Operations
  • Employment Type
    Full-Time