Customer Engagement Coordinator
Customer Engagement Coordinator
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Job Description
This hybrid role offers a great balance of home and office working. Youll join your colleagues in your local office at least 2 days a week.
As the UKs largest fibre-only network and its only proven wholesale challenger were 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. Youll 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.
Youll 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 youll bring to the role
Youll 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. Youll also have:
- Confident and compassionate communicationboth written and verbalto 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
Were a Times Top 50 Employer for Gender Equality. Were endorsed by WORK180 and were a partner of Diversifying. We have pledged our commitment to the Armed Forces Covenant and were a Disability Confident Employer. Working together with our Employee Networks were wholly committed to ensuring that our peoples voices are heard and that everyone feels a sense of belonging and pride to be a part of CityFibre. If youd 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 We want to help!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
