Business Relationship Manager

Hi there! Thanks for stopping by our job ad.

We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment:

1. We’re the only broadband provider on the market offering residential speeds up to 3,000 Mbps.
2. Our network covers over 1.3 million properties in London, which is more than one third of homes in the UK’s capital city.
3. We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlords.
4. We have freely connected over 600 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadband.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

To be an integral part of the growing Community Fibre Business team and provide an exceptional in-life sales and service experience for all of our customers. To minimise customer churn by taking an active role in securing contract renewals and customer upgrades. To regularly engage with all customers and to provide an extra level of care for new customers as they onboard.

What you’ll be doing:

• Taking a proactive approach to secure contract resigns by gaining customer commitment prior to contract expiry date to ensure the overall B2B churn volumes are minimised.
• Being the primary point of contact for customers requesting to cancel or cease services and offering solutions to save and retain that customer.
• Notify customers when new package options and offers are released and provide regular product and service updates to ensure our customers are always well informed and feel engaged with us.
• Be responsible for approaching customers with potential upgrade options when new packages are released and securing those upgrade contracts.
• Being an escalation contact for customers requiring prioritised business support in the case of major technical issues and ensuring the customer services team and technical support teams take swift action and maintain regular contact with customers until the issue is resolved.
• Take an active part and be targeted against the continual improvement of the B2B NPS scores and reacting fast to customer feedback or issues that are raised as part of the NPS customer survey process.
• Achieving >90% Resolution Satisfaction (RSAT) from customers following an incident or request.
• Being the primary point of contact for billing and general account queries and ensuring they are addressed and resolved by the correct internal department.
• Continually seek opportunities to attain 5 star Trustpilot reviews and case studies and identify customers who would be willing to take part in the Business Referral Scheme to drive new customer acquisitions.
• Effective use of the CRM platform to maintain an accurate set of data pertaining to customer packages and renewal dates.
• Managing customer communications and expectations during service disruption including proactive engagement prior to planned maintenance.
• Ensuring all contact management and processing of customer data meets the requirements of GDPR.
• Provide feedback regarding areas of improvement that will increase the overall customer satisfaction and service experience.

The experience we’re looking for you to bring:

• Customer centric.
• Demonstrable experience in relevant roles such as account management and customer service.
• Knowledge of telecommunications market and portfolio (desired).
• Strong written and verbal communication skills.
• Strong IT skills including the use of CRM systems.
• Self-motivated.
• Well organised.
• Strong fit for our brand and organisational culture.

Why join us:

• You get to work with some of the best technology in the market.
• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution.
• We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days.
• Birthday leave, our treat to you.
• Keen cyclist, join our cycle to work scheme.
• Flexible WFH policy.
• Enjoy the perks of Private Health Cover.
• You get to work with an amazing bunch of people.

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you. If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page:

https://careers.communityfibre.co.uk/

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.