Customer Account Coordinator

Lifecycle Ops Specialist

Company Overview

LightSpeed Networks is the group’s infrastructure-backed platform for business connectivity, wholesale and network services. Built on owned network capability across the East of England, East and West Midlands, it combines FTTP business broadband, dedicated internet access (DIA), Layer 2 Ethernet and wholesale connectivity with service assurance, operational control and commercially structured routes to market.

Within the wider LightSpeed group, LightSpeed Broadband and LightSpeed Networks are two specialist businesses with distinct market roles. LightSpeed Broadband serves retail broadband demand to homes and small businesses across the group’s fibre footprint, while LightSpeed Networks is focused on business connectivity, wholesale and network services.

Job Purpose

Role Scope in the Current Phase

• A named portfolio of named customers – their orders from sold handover, throughout the in-life care
• Owns booking, proactive contact, journey integrity, quality assurance, work closure and in-life account queries for those customers

Key Responsibilities include:

• Receives the sold order handed over by the Sales Team
• Books installs and introduces themselves as customer’s named contact
• Proactively “shmoozes” customers at every step of the journey – so they never have to chase us
• Owns the assigned relationships throughout the installation journey
• Completes the post-installation QA, confirms customer is satisfied, then closes the order / case
• Stays in contact with customers in life – account inquiries, billing, changes, complaints, as well as regular quarterly check-ups

Knowledge, Skills & Experience

Proven Experience in:

• Owning the customer end to end as their name contact
• Installation journey management
• Post-work feedback, QA and in-life account support

Key Competencies / Behaviours:

• Genuinely enjoys customer contact – warm, proactive, never leaves anyone waiting
• Takes personal ownership of customer’s portfolio and promises
• Organised enough to run a journey and a live base at once
• Honest early, when a date is going to move
• Curios about the customer’s business, not just the order with our compan

Ideal Background

• Customer service advisor or field advisor, ideally from telecommunications or IT background. Comfortable with using CRM / ITSM and willing to learn new systems and tools

Inclusion Statement

We are committed to creating an inclusive workplace that values diversity. We welcome applicants of all backgrounds and experiences, and we strive to ensure everyone feels respected, supported, and empowered to thrive. If you require any support during the recruitment process, please get in touch with our HR Team at: [email protected]

Pay: Up to £26,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• On-site parking
• Sick pay

Work Location: In person