COMPANY INFORMATION

Since 2021, we’ve been working hard to bring gigabit-speed full fibre broadband to thousands of homes across the UK. Our mission is simple: to connect people. We deliver broadband that’s fast, reliable, and hassle-free—putting our customers at the centre of everything we do.
We’re in the midst of an exciting growth phase, with bold plans for the future. To help us achieve them, we’re looking for talented individuals who share our ambition and can inspire us as we take the next step in our journey.
Our team is inclusive and diverse—everyone is welcome, and you’re encouraged to be yourself. Culture matters deeply to us. We believe work should be enjoyable, and we back that up with ongoing training and support, great benefits, and a vibrant, energetic team environment.

KNOWLEDGE, SKILLS & EXPERIENCE

• Customer-Focused Experience: Proven experience in a customer service, support, or relations role.
• Communication Skills: Strong written and verbal communication skills, with an ability to communicate effectively with customers and internal teams.
• Problem-Solving: A customer-centric mindset with good problem-solving abilities.
• Collaborative Spirit: Demonstrated ability to work effectively within a team environment.
• Analytical Aptitude: Ability to assist with data analysis and identify key takeaways from customer feedback.
• Attention to Detail: Meticulous in managing feedback and supporting initiatives.
• Adaptability: Eagerness to learn and adapt in a fast-paced environment.
• Industry Interest: Familiarity with the broadband/telecoms industry is a plus, but not essential.

• Collect and Analyse Feedback: Support the Customer Engagement Manager in gathering and analysing customer feedback through surveys and other channels. Help identify trends and areas for improvement in both residential and business customer experiences.
• Contribute to Insights: Assist in building reports and dashboards that provide an overview of customer satisfaction and common issues. Help prepare insights to be shared with senior management and other teams.
• Support Customer Journey Mapping: Aid in mapping customer journeys to ensure we’re meeting customer needs and company objectives at every touchpoint.
• Identify Improvement Opportunities: Help analyse data to identify potential improvements that can boost customer loyalty, satisfaction, and our overall business performance.
• Assist in Engagement Initiatives: Support the development and implementation of customer engagement plans and initiatives that align with company goals and drive satisfaction.
• Manage “Close the Loop” Process: You will be responsible for managing the entire survey journey and the end-to-end close the loop process. A key objective of this role is to contact all survey respondents, especially those who have expressed dissatisfaction ("detractors"), to understand their concerns and collaboratively work to turn their experience around. This requires close coordination with relevant internal teams.
• Cross-functional Collaboration: Work alongside various LightSpeed teams, including Sales & Marketing and Customer Care, to ensure a consistent approach to customer engagement.
• Content and Training Support: Provide support in developing engaging and informative customer