Customer Delivery Performance and Quality Specialist

Job Description

This hybrid role offers a great balance of home and office working. You'll join your colleagues in your local office at least 3 days a week.

As the UK's largest fibre-only network, and its only proven wholesale challenger, we're busy setting new standards for what digital infrastructure can and should be.

Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.

What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people

Joining us as a Customer Delivery Performance and Quality Specialist

As a Customer Delivery Performance and Quality Specialist, you'll play a key role in elevating the capability, quality, and consistency of over 45 contact and case management agents. While the role has no direct reports, you'll work closely with frontline leaders, L&D, Customer Experience, and Field Operations to deliver best-in-class coaching, onboarding, and quality assurance.

You'll receive a salary of up to £38,000, 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:

• Build and maintain a scalable quality framework, including scorecards, coaching loops, and performance reviews
• Track and report on key KPIs (e.g. CSAT, AHT, NPS, QA Scores), providing actionable insights to leadership
• Drive coaching culture and capability development, supporting cross-skilling and performance growth
• Lead onboarding content creation and collaborate with L&D to enhance training effectiveness
• Deliver continuous improvement through root cause analysis, Agile practices, and stakeholder engagement
• Support issue resolution and reporting, enabling data-led decisions and operational enhancements

What you'll bring to the role

A strong background in contact centre operations, quality assurance, and coaching, with the ability to influence and drive performance across teams. You'll also have:

• Proven experience designing and embedding QA frameworks, including scorecards and feedback loops
• Solid understanding of contact centre and case management KPIs (e.g. CSAT, AHT, NPS, QA Scores)
• Demonstrated ability to coach and upskill teams, driving measurable improvements in service quality
• Experience creating onboarding content and collaborating with L&D to enhance training delivery
• Strong stakeholder engagement skills, with a track record of influencing without authority
• Proficiency in CRM and reporting tools (e.g. Salesforce, Power BI, Excel)
• A good understanding of CityFibre Order Journeys

Diversity, Inclusion & Belonging

We're a Times Top 50 Employer for Gender Equality. We're endorsed by WORK180 and we're a partner of Diversifying. We have pledged our commitment to the Armed Forces Gold Covenant, are a Care Leaver Friendly Employer, and we're a Disability Confident Leader. Working together with our Employee Communities, we're wholly committed to ensuring that our people's voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you'd like to explore our culture and values, check out The CityFibre Way.

What you can expect from us

We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.

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 We want to help