Customer Engagement Coordinator - 12 month FTC

Job Description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in the Telford office at least 3 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 you'll take ownership of resolving customer complaints and ensuring a seamless experience across all channels. This role requires confident communication, strong decision making and a passion for delivering excellent service.

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 ownership of customer complaints from start to finish, ensuring every issue is handled with care, empathy and professionalism
• Communicate confidently across multiple channels to keep customers informed and supported throughout their journey
• Stay organised and proactive, managing your workload effectively
• Use your problem solving skills to investigate concerns thoroughly and propose meaningful improvements that make a real difference
• Collaborate with a supportive team, sharing insights and attending regular meetings to help shape a better customer experience for everyone

What you’ll bring to the role

This role calls for a confident communicator with strong investigative skills, a passion for customer service, and the ability to stay organised while juggling multiple tasks in a fast-paced environment. You’ll also have:

• Confident communication – both written and verbal to connect with customers with clarity and empathy
• Strong investigative skills to dig into complaints, understand the root cause and help find solutions
• Organisational skills to manage a busy workload, stay on top of multiple tasks and meet personal goals
• Good grasp of Microsoft Office and the ability to navigate various platforms like Salesforce, LivePerson and ServiceNow
• Team spirit and collaboration, working closely with others to improve processes and deliver a great customer experience
• Strong problem solving confidence, using sound judgement to make decisions and suggest improvements that really matter

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 Gold Covenant, Care Leaver Covenant and we’re a Disability Confident Leader. Working together with our Employee Communities, 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 [email protected]. We want to help!