Job Description

This hybrid role offers a great balance of home and office working. You'll join your colleagues in your local office on Wednesday and Thursday per 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

The Customer Engagement Executive plays a key role in managing and resolving customer interactions with CityFibre, ensuring a seamless and positive experience throughout the customer journey.


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:

Own and resolve customer issues from initial contact through to resolution, ensuring timely updates and a high standard of service Manage executive complaints and social media interactions, maintaining clear communication with internal teams and external partners Log, track, and report on issues using systems like ServiceNow and Salesforce, while identifying trends and proposing continuous improvements Support team development through training input, performance monitoring, and participation in corrective action meetings

What you'll bring to the role

As a Customer Engagement Executive, you'll be the driving force behind exceptional customer experiences, resolving issues, building relationships, and making confident decisions with autonomy

.

You'll also have:

Proven experience in customer-facing or complaints resolution roles, with a passion for delivering excellent service Strong investigative and communication skills, both written and verbal, to handle and resolve customer issues effectively Proficient in Microsoft Office and capable of managing multiple digital platforms simultaneously. Highly organised with the ability to prioritise workload and maintain accuracy under pressure

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 Silver 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 careers@cityfibre.com. We want to help!