Charge Control Coordinator

Company Description

This hybrid role offers a great balance of home and office working. You’ll join your colleagues in your local office at least two days a week. 

As the UK’s largest independent full fibre network and wholesale platform of choice, we’re busy setting new standards for what digital infrastructure can and should be. 

Our network is greener, more reliable and designed for the future. The products we run over it lead the way on speed, value and service - helping businesses to innovate, communities to thrive, and people to live more connected digital lives.  

At CityFibre, you’ll be part of something bigger, helping to build a better-connected Britain, together. 

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. 

Qualifications

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!