Job Description

Joining us as a Change Control Coordinator

The Customer Charge Control team plays a key role in protecting revenue and improving operational performance by investigating ISP billing disputes, validating charge accuracy, identifying improvement opportunities, and working across the business to ensure fair, evidence-based customer charging decisions.

You’ll receive a competitive salary, and a performance related bonus.

This is some of what you can expect to be doing:

Investigating ISP billing disputes and managing cases through to resolution
Reviewing customer charges and billing data to ensure accuracy and protect revenue
Working with internal teams, suppliers and ISP partners to resolve complex issues
Managing multiple priorities while maintaining high levels of customer communication and service
Identifying trends, root causes and opportunities for process improvement
Supporting initiatives that improve operational performance and reduce business costs

What you’ll bring to the role

Strong analytical, investigative and stakeholder management skills are key to success in this role, alongside the ability to manage challenging conversations and make evidence-based decisions.

You'll also have:

Experience investigating customer, operational or billing queries through to resolution
Strong analytical skills, with the ability to identify trends and determine root causes
Excellent communication skills and confidence engaging with internal and external stakeholders
The ability to manage multiple priorities while maintaining accuracy and attention to detail
A proactive mindset, focused on continuous improvement and identifying opportunities to enhance processes
Experience within customer operations, complaints handling, service delivery or a similar investigative environment would be advantageous

Life at CityFibre

Everyone deserves to feel heard, valued and truly included. Working alongside our Employee Communities, we’re committed to creating a workplace where people feel a genuine sense of belonging and pride in what they do. That’s why we’re proud to be a Times Top 50 Employer for Gender Equality, endorsed by WORK180, a Disability Confident Leader, a Care Leaver Friendly Employer, and a signatory of the Armed Forces Covenant Gold Award.

We’ll support you to thrive inside and outside of work, with opportunities to grow your career and a flexible benefits package that adapts to your life – including generous annual leave (with an extra day off on your birthday), private medical insurance, health cash plans and family‑friendly policies.

Find out more about our culture, communities and benefits on our careers site.

Responsibilities