Gigaclear

About the Company

Oxfordshire Business Awards 2022 finalists for Employer of the Year 2022.

Back in the early noughties, rural communities in the UK had one broadband choice, antique copper-based networks, resulting in the inability of households and businesses to access fast or reliable internet connections.

With copper networks unable to offer the speeds that households and businesses increasingly and critically demand. We saw the opportunity to invest in and use a specialist state-of-the-art fibre network, bringing ground breaking digital connectivity to over 200 communities and still growing.

Quickly becoming the UK's leading fibre-to-the-premises provider, we build networks through both the Government-subsided Broadband Delivery UK programme (BDUK) and through commercial investment. To date, covering over 22 counties across the South West, Midlands and South East of the UK, with the ambition to reach 500,000 premises by the end of 2024.

We are award-winning and privately-funded full fibre specialists who have been recognised for our contribution to deploy and deliver full fibre connections; bridging the digital divide in these poorly served communities.

Gigaclear Ltd is principally owned by Infracapital, a leading European Infrastructure investor.

Listed Jobs

Company Name

Gigaclear

Job Title

Head of Customer Contact Center

Job Description

Job Title: Head of Customer Contact Center Role Summary: Lead a contact centre of approximately 80 staff reporting through 6 Customer Service Managers, driving customer‑centric performance, operational excellence, and future‑ready process automation. Own day‑to‑day BAU and continuous improvement initiatives, leveraging data, Salesforce CRM, and AI solutions to enhance service quality and employee engagement. Expactations: Demonstrated frontline leadership in a high‑volume contact centre, data‑driven decision making, Salesforce/CRM expertise, and a proven track record of implementing automation and change programs. Must commit to a physical office presence at least 4 days per week and lead by example to foster a people‑first culture. Key Responsibilities: - Oversee daily contact centre operations, ensuring adherence to SLAs, quality benchmarks, and financial targets. - Manage and develop a team of 6 Customer Service Managers and ~80 agents, conducting performance reviews, coaching, and career planning. - Design, launch, and evaluate process automation projects, including AI‑enabled workflows and Salesforce integration, to eliminate manual tasks and improve efficiency. - Analyse operational data, generate insights, and translate findings into actionable improvements that enhance customer experience and operational effectiveness. - Promote a customer‑first mindset across the team, delivering training on empathy, communication, and service excellence. - Collaborate with sales, technical, and product teams on cross‑functional initiatives. - Report on key metrics (e.g., CSAT, NPS, first‑contact resolution), forecasting, and budget management. Required Skills: - Strong leadership, coaching, and people‑management capabilities. - Deep customer‑centric focus, preferably within telecoms, utilities, or subscription‑based services. - Proficiency with Salesforce and other CRM platforms; expertise in data analytics and reporting tools. - Experience leading process automation, workflow redesign, and AI implementation. - Excellent communication, stakeholder management, and change‑management skills. - Strategic thinking, problem‑solving, and project leadership. Required Education & Certifications: - Bachelor’s degree in Business, Operations, Communications, or a related discipline. - Project management (PMP, Prince2) or Six Sigma (Green/Black Belt) certifications preferred.

Abingdon-on-thames, United kingdom

On site

20-01-2026