Customer Service and Billing Coordinator

4 months ago

Cambridge, United Kingdom Cambridge Fibre Full time

**About us**

Cambridge Fibre Networks Ltd (CFN) is a full-fibre provider based in Cambridge. We build our own full-fibre networks and offer both residential broadband and commercial telecom services, including dark fibre and ethernet.

At Cambridge Fibre, we prioritise exceptional customer service and quality. Our local team, all living and working in and around Cambridge, is dedicated to delivering reliable, high-speed internet with the best support in the industry. We take pride in our quick response times and the mínimal need for technical support due to our robust network infrastructure.

We work closely with the government's Gigabit Voucher scheme to provide free connections to rural communities, ensuring access to top-tier internet services. Our commitment to quality and service ensures that our customers receive the best possible internet experience.

**The role**

This is a part time role that could turn into a full-time position. You will be working in Cambridge Fibre’s office. Ideally you will live in the local area.

**About you**

As a Billing Coordinator/Customer care assistant you are
- Highly organised
- Has previous experience in a customer service or administrative role.
- Excellent communication skills, both verbal and written, with a customer-first approach.
- Ability to multitask, prioritise tasks, and manage time effectively in a fast-paced environment.
- Basic understanding of billing processes, accounting principles, and customer retention concepts.
- Strong attention to detail and accuracy in data entry and record-keeping.

**The responsibilities**
- Assist the billing team to ensure accurate account keeping
- Assist customers in understanding their invoices, payment options, and billing policies.
- Process service change requests, and assist the Community Engagement Manager with upgrades, regrades, cancellations, and account adjustments.

**Credit Control Support**
- Assist in monitoring accounts receivable aging reports and identifying overdue invoices.
- Follow up with customers regarding outstanding payments and payment plans, as directed by the credit control team.
- Document communication with customers regarding payment arrangements and update billing records accordingly.

**Administrative Tasks**
- Maintain accurate and organised billing and customer records in accordance with company policies and procedures.
- Assist in generating and distributing invoices, statements, and other billing-related documents as needed.
- Collaborate with internal teams to ensure the timely resolution of customer inquiries and service requests.
- Handle administrative tasks related to installation scheduling.
- Ensure essential equipment is shipped to our customers on time before their installation date.
- Process broadband switch requests and handle any issues that may arise.
- Process phone number port requests and assist with any related complications.

**Other**

Cambridge Fibre is expanding rapidly, and some other tasks may be required according to business needs.

**The offer**

Cambridge Fibre and its “Customer first” approach puts you right at the heart of our business. There has always been an important role for local telecom companies, and we are therefore keen to hire someone local, that possesses exceptional customer service skills.

We offer the individual 30-40 hours per week on a pro rata salary of £24000 - £28000, dependent on experience. Wherever possible we prefer to promote diversity in the workplace.

**The process**

**Job Types**: Part-time, Permanent

Expected hours: 25 - 35 per week

**Benefits**:

- Company pension
- On-site parking

Schedule:

- Monday to Friday
- No weekends

**Education**:

- Diploma of Higher Education (preferred)

**Experience**:

- Accounts Receivable: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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