Job Description
This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least 2 days a week.
As the UK’s largest fibre-only network, and its only proven wholesale challenger, we’re busy setting new standards for what digital infrastructure can and should be.
Designed from scratch for the internet, our network is greener, more reliable and ready for the future. The products we provide over it not only lead the market on speed, value and service, they help businesses to innovate, provide entire communities with a better foundation for their digital lives and support economic growth, locally and nationally.
What does that mean for you? The opportunity to make internet connections (and daily life) a whole lot better, for a lot of people!
Joining us as a Customer Engagement Coordinator
Join our team as a Customer Engagement Coordinator, where your empathy and communication skills will help create positive experiences for every customer. You’ll take the lead in resolving complaints with care and confidence, ensuring each interaction is handled with professionalism and warmth. This is a fantastic opportunity to work closely with a supportive team, manage a varied and fast-paced workload, and play a key role in improving how we serve our customers.
You’ll receive a competitive salary, a performance related bonus, and a range of benefits to support you across your financial, physical and mental wellbeing.
This is some of what you can expect to be doing:
* Take the lead in resolving customer complaints with empathy and professionalism, ensuring every customer feels heard and supported
* Investigate issues thoroughly and fairly, keeping accurate records and updates in Salesforce
* Communicate clearly and confidently with both customers and colleagues, maintaining a high standard of service throughout
* Create insightful reports and suggest improvements that help enhance the customer experience and reduce recurring issues
* Collaborate with internal teams and social media partners to keep customers informed and escalate concerns when needed
What You’ll Bring To The Role
You’ll bring strong communication and investigative skills, a passion for delivering excellent customer service, and the confidence to manage high volumes of correspondence while staying organised and solution-focused. You’ll also have:
* Confident and compassionate communication—both written and verbal—to support customers through their journey
* Strong investigative skills to understand and resolve complaints thoroughly and fairly
* A calm, organised approach to managing a high volume of correspondence and tasks
* A passion for delivering excellent customer service and making a positive impact
* Comfort using tools like Microsoft Office and Salesforce to track and manage cases
* The ability to work independently while also being a supportive and collaborative team player
Diversity, Inclusion & Belonging
We’re a Times Top 50 Employer for Gender Equality. We’re endorsed by WORK180 and we’re a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and we’re a Disability Confident Employer. Working together with our Employee Networks, we’re wholly committed to ensuring that our people’s voices are heard, and that everyone feels a sense of belonging and pride to be a part of CityFibre. If you’d like to explore our culture and values, check out The CityFibre Way.
What You Can Expect From Us
We want to offer you all the support you need to thrive inside and outside of work. This means giving you the tools to grow your career with us, as well as a comprehensive benefits package that you can adapt to your lifestyle. This includes 25 days annual leave, a day off on your birthday, a day off to support a charity or organisation of choice, a range of wellbeing and savings initiatives including private medical insurance, and supportive family friendly and menopause policies.
Additional Information
We want to create a sense of belonging for everyone. We celebrate our differences and work to ensure everyone has the best chance to succeed, starting with our recruitment process. No matter your background, family or carer status, ethnicity, sexual orientation, religion, age, disability, gender, or gender identity, we welcome your application. If you need any support or reasonable adjustments throughout the application process, please email us at careers@cityfibre.com. We want to help! #J-18808-Ljbffr