Order Management Coordinator - 12 month FTC

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in our Telford 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 an Order Management Coordinator - 12 month FTC

As a member of the team overseeing all customer interactions for our provisioning Ethernet service, you’ll play a key role in delivering outstanding service by meeting high standards for responsiveness, call quality, and reducing avoidable contact—ensuring both proactive and reactive order management to support our Right First Time objectives. You will drive continuous improvement in our delivery and cycle time performance, ensuring we consistently meet customer expectations through clear communication and operational efficiency.

You’ll receive a salary of up to £32,000, 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:

• Deliver exceptional customer experiences through timely communication, efficient coordination, and proactive support across the order delivery lifecycle
• Collaborate with Field Support and internal teams to resolve installation delays and ensure smooth order progress
• Maintain accurate records using Salesforce and trackers, while generating regular internal and partner-facing reports
• Manage customer enquiries promptly and support efforts to reduce backlogs, escalations, and resolution times
• Build strong, trust-based customer relationships and leverage them to uncover opportunities for greater efficiency and service improvement

What you’ll bring to the role

You will have Customer experience gained from a telecommunication or utilities environment.

You’ll also have:

• Excellent communication and customer service skills
• Proven experience in a customer-centric environment
• Experience using a CRM system, ideally Salesforce
• Proficient using MS Office
• Experience in data analysis, verification and data checking with previous experience in administration

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 [email protected]. We want to help!