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We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment
- We’re the only broadband provider on the market offering residential speeds up to 3,000 Mbps
- Our network covers over 1.3 million properties in London, which is more than one third of homes in the UK’s capital city
- We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlords
- We have freely connected over 600 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadband
We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business
Job purpose
Lead the strategic development and operational delivery of WiFi optimisation across our customer base, ensuring exceptional in-home connectivity experiences through proactive technical management, cross-functional collaboration, and continuous process optimization. You will drive both technical excellence and customer satisfaction by establishing robust troubleshooting frameworks, managing diagnostic tooling, and leading teams to resolve complex WiFi challenges at scale
This is a highly visible and impactful role, requiring strong leadership, stakeholder management, and hands-on delivery focus within a fast-paced and evolving environment
Key Responsibilities:
- Provide technical leadership and training to support teams on advanced WiFi troubleshooting techniques
- Manage Wifi tooling ecosystem including network analysers, diagnostic platforms, and customer-facing applications
- Develop and implement comprehensive technical troubleshooting processes across customer service/ technical support teams, field operations, and digital channels
- Drives customer experience for troubleshooting across unassisted channels
- Design and lead proactive monitoring and intervention strategies to identify and resolve WiFi issues before they impact customers
- Establish performance metrics and SLAs for WiFi service quality, monitoring adherence and driving continuous improvement
- Collaborate with product, engineering, and operations teams to identify trends, root causes, and optimization opportunities to enhance the customers' in home WiFi experience
Essential Experience & Skills:
- Deep knowledge and experience of 802.11 standards, RF principles and Wifi 5/6/7 technologies
- Knowledge and understanding of different Wifi management platforms
- Excellent analytical skills with the ability to interpret network performance data and drive process improvement
- Track record of developing reactive and proactive technical support processes (assisted and unassisted)
- A problem solving mindset – someone who is willing to get stuck into the detail and deliver complicated change
- Experience working alongside cross-functional stakeholders (engineering, operations, customer service, product teams) to deliver WiFi initiatives
