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Let's build the next household challenger brand together

Brillband is a brand rooted in community, progress, and partnership.&nbsp; We are dedicated to, creating incredible experiences for our customers.

We’re a Glasgow-based business with a simple mission… become the most loved broadband provider on the planet 🌍.   By combining cutting-edge technology with incredible people, we have built a business that places customer experience at the core of everything we do and develop.  &nbsp;We truly believe that great people make great businesses, and that’s why we need you to help us challenge an industry stuck in the 1990s.

About Us

Honesty refers to the quality of being truthful and straightforward Things will go wrong we expect our teammates to own mistakes and seek support. An honest person tells the truth and acknowledges reality. They focus on being open and transparent with facts and feelings ensuring those around them no where they stand.&nbsp;

Honesty&nbsp;

Equality is the principle that all individuals should be treated fairly and given the same opportunities, regardless of their differences. It involves ensuring that everyone has access to the same resources and opportunities without discrimination based on factors like race, gender, age, religion, disability, or socioeconomic status.

Equality&nbsp;

We aim to consistently contribute, whether it's through providing exceptional service, offering helpful insights, or ensuring every exchange leaves a lasting, positive impression with customers, colleagues, and partners&nbsp;

Impact

We maintain a consistent set of ethical principles and values, regardless of the situation. We do the right thing even when no one is watching. Integrity is about aligning actions with core values, even when difficult or inconvenient.

Integrity&nbsp;

Our Values

Duncan Di Biase

Roger Parker

Jamie Canning

Rainbow Lilico

Meet Our Team

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<h3 dir="ltr">Customer Experience Manager</h3>
Are you a natural leader with a passion for customer service, customer growth, team development, and innovation? Do you thrive in dynamic environments and enjoy helping teams reach their full potential while continuously improving processes? If so, this is your chance to lead a growing customer experience team and shape the customer experience for a fast-scaling business!
<h3 dir="ltr">What You'll Do:</h3>
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Lead, mentor, and develope a team of Customer Expereince professionals, ensuring they provide outstanding service to our customers.
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Manage inbound sales enquires with our Marketing Manager to ensure no opportunities are missed.&nbsp;
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Oversee day-to-day operations, including resolving customer queries, escalations, and connection issues.
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Build and maintain relationships with key customers, ensuring high levels of satisfaction and retention.
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Work closely with the technical team and external partners to resolve the rare, more complex customer issues that fall outside the team's scope.
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Innovate and automate: Focus on streamlining processes, improving efficiency, and automating responses using tools like Zendesk.
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Set up and manage bots within Zendesk to automate routine responses and enhance the customer experience.
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Monitor and analyse customer support metrics (e.g., response times, resolution rates) and implement improvements to drive operational efficiency.
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Manage team operations by organising shift schedules, including weekend coverage, while maintaining a balanced workload for the team.
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Act as a brand ambassador, participating in customer-facing activities and helping to raise awareness of our business in Glasgow and beyond.
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Provide training and ongoing development for team members to enhance their skills and improve customer interactions.
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Report to senior management on customer service performance, feedback trends, and areas for improvement.
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<h3 dir="ltr">What You'll Get:</h3>
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A competitive salary of £40,000 per year.
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33 days of holiday to enjoy a healthy work-life balance.
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The opportunity to work in a fast-growing, scale-up environment, with the backing of fantastic investors driving our growth across the UK.
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The ability to make a significant impact on our customer journey and contribute to the company’s expansion.
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<h3 dir="ltr">Why You’ll Love It Here:</h3>
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Be part of an innovative business that’s expanding rapidly across the UK.
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Lead a passionate and motivated Customer Success team, with opportunities to shape their career development.
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Collaborate with driven individuals in a supportive and dynamic environment.
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Your contributions will be valued as we grow our presence and make a real difference to the customer experience.
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What We're Looking For:
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Proven experience in a Customer Experience Manager or similar leadership role, ideally in a scale-up or startup environment.
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Strong problem-solving skills, with the ability to manage escalations and deliver timely solutions.
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A collaborative leader who enjoys mentoring and developing team members.
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Excellent communication skills and a customer-centric approach.
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Experience with Zendesk, including setting up and managing bots to automate customer responses, is required.
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Experience managing customer billing issues is required.&nbsp;
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A focus on innovation, with experience in automating processes to improve efficiency.
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Ability to analyse metrics, identify trends, and implement process improvements.
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Flexibility to manage a shift-based team, including weekend coverage.
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This is your opportunity to shape the future of our Customer Experience Team, driving innovation and automation while playing a key role in our expansion across the UK. If you're a proactive leader who thrives on helping teams and customers succeed, we’d love to hear from you!
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Customer Experience Manager

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Customer Experience Team Member
Are you hungry for an opportunity to make a real difference in customers' lives? Do you enjoy helping people and are unafraid to jump on the phone or answer instant messages to resolve customer queries? If so, we would like to hear from you!
What You'll Do:
<ul>
<li>Support customers by addressing their queries, resolving connection issues, and providing excellent service.</li>
<li>Proactively reach out to potential customers who have shown interest by visiting our website and chat to them about our service.</li>
<li>Represent our brand by engaging with people in Glasgow, acting as a brand ambassador to raise awareness about our growing business.</li>
<li>Leverage our state-of-the-art tools to solve 99% of customer issues – and for the rare cases you can’t solve, our expert technical team and partners have your back.</li>
</ul>
What You'll Get:
<ul>
<li>A competitive salary of £25k.</li>
<li>33 days of holiday to recharge and enjoy your time off.</li>
<li>Work-life balance with shift work – but note, you’ll be required to work two weekends a month to ensure our customers are always supported.</li>
</ul>
Why You’ll Love It Here:
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<li>Be part of a fast-growing, dynamic scale-up business.</li>
<li>Work alongside a passionate, driven team with the support of fantastic investors fueling our UK-wide growth.</li>
<li>You’ll have the opportunity to contribute to our expansion and be a key player in helping us grow across the country.</li>
</ul>
What We're Looking For:
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<li>Enthusiastic individuals who aren’t afraid to pick up the phone or engage with customers.</li>
<li>A people person who enjoys building relationships and solving problems.</li>
<li>Experience with Zendesk is preferred but not necessary – we'll provide training if needed!</li>
<li>Someone who thrives in a fast-paced environment and is eager to learn.</li>
</ul>
This is more than just a customer support role – it's an opportunity to be part of something exciting. Join us and be a crucial part of our journey!
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Job Openings

Customer Experience Manager

Customer Support Team Mate

Meet Our Team