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Customer Engagement Administrator

Position: Customer Engagement Administrator
Reports to: Head of Customer Service
Line Manager to: none

About Us

B4RN (Broadband for the Rural North) is a unique organisation working closely with communities across the UK to bring hyperfast, full-fibre broadband to rural areas. As a Community Benefit Society, driven by innovation and a strong sense of purpose, we work hand-in-hand with local volunteers and stakeholders to deliver a service that’s built by the community, for the community. Joining B4RN means becoming part of a dedicated team making a real difference in people's lives, while thriving in a supportive and collaborative environment where everyone’s contribution matters.

The Role

This role is responsible for managing incoming demand, converting customer sign-ups into connection-ready accounts, and ensuring a smooth transition from initial engagement through to contract completion. This role involves regular communication with customers, coordination with internal teams, and promoting value-added products to support customer needs.

RESPONSIBILITIES

Customer Engagement & Conversion

  • Proactively contact sign-ups to progress them to connection-ready status

  • Utilise the One Touch Switch (OTS) system to streamline the customer journey.

  • Gather and validate customer information, including contact details, tariff selection, contract type, and eligibility for schemes (e.g. vouchers, Connect+).

  • Promote and onboard customers onto value-added products, including VOIP services, and manage VOIP transfers and provisioning.

  • Ensure contract summary compliance and manage the full digital contract process, including following up with non-responders.

Internal Coordination

  • Liaise closely with the Customer Connection team to understand network status, timeframes, and priorities.

  • Manage reconnections alongside new connections (including new builds, infill projects, or reinstated customers).

  • Work with the Voucher team and coordinators to manage delayed or cancelled requests.

Systems & Process Management

  • Use and maintain the Customer Relationship Management (CRM) system as the primary daily tool.

  • Manage CRM reports, including automation-related reports

  • Lead on managing and maintaining both the OTS and VOIP process workflows, ensuring customers move through each stage without delay.

  • Develop and utilise a comprehensive contact checklist to ensure all customer establishment steps are completed during the first contact.

  • Track and convert completed contracts, ensuring all outstanding tasks are finalised.

Customer Support & Compliance

  • Apply the organisation’s Vulnerable Customer Policy to identify and support customers requiring additional assistance.

  • Deliver excellent customer service across all communication channels (phone, email, text, and face-to-face)

REQUIREMENTS

· Strong communication skills across phone, email, text, and in-person interactions.

· Proficiency with Office 365 applications.

· Good computer literacy and confident use of CRM systems

· Strong organisational and time management skills.

· A full, valid UK driving licence is required on an ongoing basis.

If you wish to apply, please send your CV and a covering letter to the Recruitment Team, B4RN, Station Yard, Melling, LA6 2QY, or email to recruitment@b4rn.org.uk.

More information can be found on /about-us/opportunities/

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