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Customer Service Coordinator

Full time
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1,001-5,000 employees
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This role balances working from home with at least two days in the office alongside your colleagues (usually a Wednesday and Thursday).

Our goal at CityFibre is to unlock the digital potential of Britain by creating a broadband network that works seamlessly for everyone, every day. Powerful, gigabit-speed connections that enable people across entire communities to enjoy life in full flow. To do this, we make sure that our people’s voices are heard, their ideas are welcomed, and everyone is given the opportunity to make a real impact.

We’re a Times Top 50 Employer for Gender Equality; are endorsed by WORK180; have pledged our commitment to the Armed Forces Covenant; and are a Disability Confident Employer. Working together with our Employee Networks, we’re committed to changing the industry for everyone.

What you can expect from us

Everyone at CityFibre has an important part to play, and we reflect that in our benefits. With a salary of up to £24,000 depending on experience, when you join us, you’ll also enjoy 25 days’ holiday, a day off on your birthday, a day off to support a charity or organisation of your choice, a performance-related bonus scheme, and private healthcare.

How you’ll change it up

Our customers are at the heart of what we do, so it’s important that we’re always striving to deliver a first-class experience throughout their journey with us. This is where we need you. You’ll be empowered to manage customer issues, using your strong communication and decision-making skills to ensure their timely and efficient resolution. Day to day, this is what you can expect to be doing:

  • Owning end-to-end issue resolution, providing timely updates, and logging issues in ServiceNow and Salesforce
  • Developing and suggesting improvements through monthly ad hoc reports on issue resolution
  • Responding to Data Subject Rights, including data deletion and access requests
  • Ensuring high service levels by investigating complaints impartially, and engaging with external partners
  • Following internal policies and processes regarding issue resolution to investigate complaints competently and effectively

What you’ll bring to the role

You’ll have a background in customer service, which alongside your drive to deliver excellent customer experiences will really help you to thrive in this role. You’ll also bring the following:

  • Strong investigative skills with the ability to quickly understand, discuss and resolve complaints
  • Excellent written and verbal communication skills
  • Good working knowledge of Microsoft Office
  • Ability to prioritise your workload, stay organised and manage multiple information portals at the same time

We’re looking for people who don’t settle for ‘good enough’ and push things forward. If you’ve just found yourself thinking, ‘I’d love to do this’, we want to hear from you. Let’s change it up.

Diversity, Inclusion and Belonging

CityFibre is working hard to change up the telecoms industry. This means we’re committed to providing equal opportunities to people from all backgrounds and commitments, including your carer and family status, ethnicity, sexual orientation, religion, age, disability, gender and gender identity. We’re also offering training programmes and placement opportunities to support the skilled, career changers, service-leavers, and returning workers to become part of our teams.

If there’s any additional support or adjustment you require in the application process to help you achieve your best, please get in touch by emailing We’re here to support you in changing up your career.