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 Executive
As a key point of contact for our customers, you’ll ensure queries and complaints are handled efficiently, providing clear updates and resolutions. You’ll work across multiple channels, managing high volumes of correspondence while maintaining a strong customer experience. In return, we offer first-class training and development opportunities.
You’ll receive a salary of up to £30,000 depending on experience, 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:
* Managing customer complaints from logging to resolution, ensuring timely updates
* Handling interactions across various channels, including social media
* Investigating issues, identifying root causes, and driving continuous improvements
* Tracking and updating cases using internal systems like ServiceNow and Salesforce
* Engaging with internal teams and external partners to resolve queries effectively
* Staying up to date with company products and attending regular training
What you’ll bring to the role
A strong background in customer relations, with experience handling complaints and resolving issues effectively. You’ll also have:
* A passion for delivering exceptional customer service
* Excellent investigative skills with the ability to assess, discuss, and resolve complaints efficiently
* Strong written and verbal communication skills, ensuring clear and professional interactions
* The ability to prioritise tasks, stay organised, and manage multiple information portals simultaneously
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!