Customer Connections Coordinator

Greater London, England, United Kingdom

10/11/2024

Who Are Vorboss

Vorboss is building London’s next-generation business fibre network. This is a responsibility that we take seriously; we understand that for most businesses, reliable fibre internet is as important as heat, electricity, and water. We want to completely change the fibre network in London (and beyond), and we’re on the hunt for smart, talented people to join us.

At Vorboss, we do the right thing—no matter what. Our unwavering focus on engineering excellence and unrivalled commitment to customer service is trusted by the most important organisations across the UK and Europe in the technology, pharmaceutical, financial, and e-commerce industries.

We’re proud to have earned one of the best reputations in the industry, and it is essential to us that we maintain that reputation as we grow. Our team is tight knit and highly talented. We trust each other to do the right thing, take responsibility, and be a champion for our collective success.

We’re looking for talented, smart people to join us as we embark on this exciting period of growth. Our vision for Vorboss is to be ‘the best job that someone ever had’, regardless of how long they stay with us, and promise to provide a supportive workplace based on respect and trust.

Role Overview

We are looking for a Customer Connections Coordinator (CCC)to manage customer orders from start to finish, ensuring smooth delivery andexcellent service. As the CCC, you will be the main contact for customers fromthe time they sign up until their service is fully delivered.

Your role will involve regular communication with customers,building strong relationships, and making sure their orders are handledefficiently. You’ll work with internal teams when needed and learn more aboutcomplex processes to ensure high-quality delivery. If technical support isrequired, you’ll collaborate with specialized team members to get the job done.

This role involves hands-on project management, a willingness to learn, and a focus on delivering great customer service.

‍

‍

Key Responsibilities

(Please note that this list is not exhaustive)

• Own the full lifecycle of customer orders: Manage every stage of the order process, from onboarding to final delivery, ensuring timelines and customer expectations are met.
• Customer Champion: Be the main point of contact for customers, ensuring their needs are always prioritised, and develop strong,lasting relationships starting from day one.
• Project Management: Coordinate the delivery of each order, managing multiple projects at once, ensuring that customers receive a flawless experience throughout.
• Adaptability & Continuous Learning: Stay current with technical knowledge related to installations, upskill yourself, and be willing to learn more to handle increasingly technical aspects of order management.
• Collaboration: In case of complex or technical challenges,work with internal teams (including sales, build, and networks) to draw on their expertise, ensuring smooth resolution and order delivery.
• Problem-Solving: Identify potential blockers to success during the onboarding, delivery, and post-delivery stages. Own the resolution process, collaborating with relevant teams when needed.
• Customer Service Excellence: Deliver exceptional service throughout the entire process, ensuring customers are satisfied and well-supported, preventing churn and maximising future growth opportunities.
• Proactive Engagement: Obtain customer testimonials and feedback and maintain accurate records in all internal systems.
• Customer Retention: Monitor customer relationships post-delivery, working with Account Managers to address dissatisfaction or churn risks, and take proactive steps to maintain long-term business relationships.
  
  
  

‍

The Right Candidate

• Strong Project Management Skills: Demonstrated ability to manage multiple customer projects and ensure timely, high-quality deliveries.
• Customer Service Excellence: Proven experience in delivering outstanding customer service, particularly in building relationships with senior decision-makers and company executives.
• Adaptable and Eager to Learn: A quick learner with a desire to continuously upskill, particularly in areas requiring technical fibre knowledge.
• Collaboration & Communication: Excellent communication skills, with the ability to coordinate across multiple teams and ensure the customer always remains a priority.
• Problem Solver: Comfortable taking ownership of challenging situations and finding creative solutions to ensure successful outcomes.
• Attention to Detail: Meticulous in managing project timelines and keeping customer information accurate and up to date.
• Industry Experience: Experience in telecoms/fibre is beneficial along with a willingness to learn and upskill is essential.
• Outlook - MS Office
  
  
  

Benefits

We believe in taking care of our staff both mentally and physically and in order to support this we offer a range of benefits that you can access.

• Employee Share Plan-Once an employee at Vorboss, we offer the opportunity to become a shareholder in the company*.
• Company pension scheme.
• Bonus scheme.
• 25 days of annual leave allowance that increases with years served (excluding bank holidays).
• Private Healthcare.
• Access to Spill, our mental health support partner.
• Cycle to work scheme.
• Half price gym memberships through the healthcare provider.
• Free eye test.
• Travel loan.
• Hastee app, to help manage your salary and finances.
  
  
  

Diversity, Inclusion, And Equal Opportunities

We aim to be an equal opportunities employer and we aredetermined to ensure that no applicant or employee receives less favourabletreatment on the grounds of gender, age, disability, religion, belief, sexualorientation, marital status, or race, or is disadvantaged by conditions orrequirements which cannot be shown to be justifiable.

We aim to create a working environment free of bullying,harassment, victimisation, and unlawful discrimination, promoting dignity andrespect for all, and where individual differences and the contributions of allstaff are recognised and valued.

This commitment includes training managers and all otheremployees about their rights and responsibilities under the equality,diversity, and inclusion policy. Responsibilities include staff conductingthemselves to help the organisation provide equal opportunities in employment,and prevent bullying, harassment, victimisation, and unlawful discrimination.

Vorboss promotes step-free access at our main headquarters,whilst taking into consideration physical barriers employees might face acrossall other sites.

‍



Apply for the position