Business Excellence Manager T2R

Job title: Business Excellence Manager
Office location: Belgrade with Hybrid working

About the role and the Team:

The Business Excellence T2R Manager is accountable for leading and driving continuous improvement initiatives and operational excellence across the end-to-end Trouble to Resolve (T2R) journey within Customer Service and its interdependent functions. This role is critical in ensuring delivery excellence, issue resolution efficiency, and service quality throughout the technical support lifecycle.

The role holder will own the strategic oversight of business-critical programmes and act as the escalation point and subject matter expert for all T2R-related improvements. They will work cross-functionally with senior stakeholders to ensure all business transformation and optimisation efforts align with Hyperoptic's operational and customer goals.

 What will you be doing?

• Own and lead the continuous improvement strategy for the T2R lifecycle, ensuring delivery of scalable, data-driven solutions that optimise customer experience and technical resolution performance.
• Establish and monitor performance KPIs and process health metrics; proactively identify trends, inefficiencies, and risks, and implement structured improvement initiatives.
• Lead complex root cause analyses for issues within the T2R journey and deliver sustainable resolutions through robust action plans.
• Oversee the implementation of quality and efficiency standards across internal systems and tools supporting the technical support process.
• Serve as the Customer service business owner for all major programmes and transformation initiatives impacting the Trouble to Resolve process.
• Ensure business requirements, operational dependencies, and CS impacts are accurately represented and delivered across cross-functional programmes.
• Govern the full lifecycle of change initiatives, including scope definition, risk mitigation, stakeholder alignment, and post-implementation review.
• Act as the senior liaison for CS across ITNO, Infrastructure, Network Operations, and other functions influencing resolution performance.
• Influence and align with senior leaders to embed a culture of operational excellence and proactive change.
• Identify all CS changes required by company programmes, projects, and initiatives related to your functional area of expertise.
• Design and lead the change strategy for Customer service related aspects of programmes/projects impacting the T2R process.
• Ensure seamless transition of changes into operational teams by coordinating training, documentation, process updates, and communication plans.
• Reference: o4QxX261yMCltUkt0FXkv5czNyiqWQR2YD42DQDn_Fk.

What we are looking for:

• Intermediate knowledge of MS Office package
• At least 2 years of previous experience in a functionally relevant Customer Service role
• Good English written and verbal communication skills              
• Ability to function in a fast-paced work environment    
• Ability to build partnerships and professional relationships      
• Ability to work autonomously and by your own initiative but also be a team player      
• Customer Focused        
• Problem solving oriented            
• Process oriented            
• Good multitasking skills            
• Ability to work well with challenging objectives              
• Ability to work well under pressure        
• Attention to detail

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter together
• We stay focused
• We strive for excellence

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)