Customer Operations Lead

We started by building London’s largest fibre network and are then expanded to provide the full range of IT and cybersecurity services that modern businesses rely on. Our goal is simple: give London businesses a single, trusted partner for everything from connectivity to managed IT and cyber protection.

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.  

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We are looking for a detail-oriented Customer Operations Lead to make sure that what Vorboss contracts is what Vorboss bills. We hold the same service in several systems, and where they disagree we end up with revenue contracted and never invoiced, charges agreed and never raised, and supplier costs running on after the service has gone. Working those breaks through to a corrected record is the core of this job. Alongside it you will produce the contract changes our customers need, the variations, supersedes and novations that cannot be generated automatically, and keep the standard terms library current. It is an operational role: commercial decisions sit with Customer Operations and Legal, and you make sure they reach the contract and the billing system intact. You will work closely with Sales, Finance, Systems and Service Delivery.

(Please note that this list is not exhaustive)  

• Review regular reconciliations between CRM, contracting, billing, finance and third-party circuit inventory, working through mismatches and escalating the ones that do not resolve.  

• Track the billing events our contracts create, such as early termination charges and pass-through of third-party cancellation costs, and flag them to Finance so they are raised when they trigger.  

• Produce complex contract changes and non-standard terms, including variations, supersedes, novations and entity changes, following the documented procedure once commercial approval is in place.  

• Handle the contracting steps for complex and migrated services and co-ordinate the novation, provision and billing of services for customers who enter administration.  

• Working with Legal, maintain the standard clause library, keeping the wording and the usage notes current as products and partners change.  

• Add and maintain product and pricing configurations in operational systems to the agreed specification, so that orders, billing and reporting stay aligned.  

• Contribute to and maintain SOPs and knowledge-base articles so best practices stay current and easy to follow.

• Provide second line support for our contract tooling, investigating issues escalated by frontline teams and co-ordinating fixes.

• High level of accuracy and attention to detail, with the discipline to follow a documented procedure precisely.  

• Able to read a contract and understand what it means for billing, including identifying where a clause creates a future charge or change.  

• Methodical in investigating discrepancies across systems, and persistent in tracing them back to the underlying cause.  

• Comfortable with large datasets and business systems such as Excel, Snowflake, Power BI, and Microsoft Dynamics 365. You will not write the queries yourself, but you should know what to ask for.  

• Confident communicator, comfortable chasing suppliers, system owners and internal teams to get a record corrected.  

• Previous experience in operations, billing operations, order-to-cash, revenue assurance or business analysis, ideally involving Dynamics 365 and second-line application support.

You may not meet every single desired requirement listed under "the right candidate" section. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

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

• Employee Share Plan

• Company pension scheme.  

• Bonus scheme.  

• 25 days of annual leave allowance that increases with years served (excluding bank holidays).  

• Private Healthcare.  

• Life assurance.

• Income Protection.

• 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.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

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

This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves 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 across all other sites.