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City-focused full fibre (FTTP/B) broadband ISP Hyperoptic, which claims to have already deployed their gigabit fibre network to cover 1.9 million UK homes, has today announced the appointment of Emma Dark as Customer Experience and Service Director, and Nemanja Zec as Head of Customer Service Operations to “support the next phase of growth“. Improvements to support are also coming.
The operator, which is home to 400,000 active subscribers (9th Jun 2025), is currently going through a strategic shift that has seen their own network build switch to focus more on commercialisation. At the same time, they’re also working to harness Openreach’s growing national FTTP network in order to reach other parts of the UK (here), which will go live during early 2026 and may result in an influx of new customers.
The new appointments are clearly intended to play into the company’s new strategy. Emma will lead Hyperoptic’s end-to-end customer experience strategy, spanning sign-up, installation, service and ongoing support. Meanwhile, Nemanja will focus on strengthening day-to-day service delivery, embedding consistent standards and supporting their ambition to “deliver reliable, human-centred service at scale“.
The alternative internet provider added that they were “continuing to invest significantly in its digital and service capabilities to support growth at scale“. This includes enhancements to ‘myAccount’, its website and chat services, the “introduction of generative AI to support contact centre agents“, and the replacement of legacy systems with “future-proof technologies” such as Amazon Connect and ServiceNow.
Lutfu Kitapci, Hyperoptic CCO and Managing Director of ISP, said:
“As we continue to grow, delivering a consistently excellent customer experience is essential. While digital journeys play a critical role in making things faster and simpler for customers, we strongly believe that great service also means being there, person to person, when it really matters.
Our strong five-star Trustpilot reviews reflect the progress our teams have made to date, and Emma and Nemanja bring a powerful combination of strategic and operational expertise that will help us continue to raise standards, blending smart technology with genuine human care.”