Enterprise customer support coordinator

Enterprise Customer Support Coordinator (Fixed Term Contract for 6 Months, Full Time)

As a Enterprise Customer Support Coordinator within KCOM Enterprise, you’ll be a key part of the Business Customer Service Team, acting as the first point of contact for B2B customers. Based at Carr Lane, Hull, this role is central to delivering an exceptional onboarding and service experience for Enterprise customers.

You’ll manage customer queries end to end, supporting the smooth delivery of B2B orders by working closely with internal teams, sales colleagues and external partners. If you’re customer-focused, organised and enjoy coordinating activity to deliver positive outcomes, this is a fantastic opportunity to grow your career within a fast‑paced Enterprise environment.

Salary – Up to £26,000 per annum dependant on experience

Location – Carr Lane, Hull, 2 days minimum office based

We may close the advert early if we receive strong interest, so don’t wait!

Interview Dates - To be confirmed after advert closing date

What You’ll Be Doing

• Act as the first point of contact for KCOM Enterprise B2B customer queries across phone, email and live chat
• Monitor, track and progress B2B orders through to timely and efficient installation
• Chase order updates with E2E Networks and act as a point of escalation for installation issues
• Support the delivery of customer project work, helping to coordinate tasks, updates and communication across internal teams.
• Complete clean order checks and proactively resolve rejections or orders placed on hold
• Manage work-in-progress (WIP) activity to ensure prompt revenue realisation
• Send customer collateral accurately and within agreed timescales
• Deliver high first‑time contact resolution and manage customer expectations throughout onboarding
• Work closely with Enterprise Sales, Pre‑Sales and other internal teams to ensure a seamless customer journey
• Ensure all activity complies with regulatory standards, GDPR and quality policies
• Build strong working relationships with colleagues and key stakeholders
• Maintain high customer satisfaction levels, including NPS, TNPS and Trustpilot scores

Candidate Requirements

• Proven experience in a similar customer service, support or coordination role
• Confident communicating with customers via phone, email and live chat
• A customer‑centric mindset with a genuine passion for delivering excellent service
• Strong organisational skills with the ability to manage multiple orders and priorities effectively
• Comfortable working independently while also contributing positively as part of a team
• Ambitious, proactive and keen to learn and develop within an Enterprise environment
• IT literate, with good working knowledge of Microsoft Word, Excel and PowerPoint
• High standard of written and verbal communication skills
• Industry experience is desirable but not essential

Perks and Benefits:

• Excellent Pension Scheme with generous employer contributions
• Life Assurance and Income Protection
• We support hybrid and remote working
• A variety of health, wellbeing and lifestyle benefits to choose from

About Us

KCOM goes beyond broadband – for us it's about community, innovation, and commitment. Since 1904, we've been integral to Hull and East Yorkshire, delivering award‑winning broadband services and being at the heart of our region. Join us in expanding our full‑fibre network and connect more homes and businesses.

At KCOM, collaboration fuels our innovation, driving us to be the best and keep our customers seamlessly connected. We empower our customers to thrive in the digital age, and we're passionate about making a real difference in their lives.

Why Work with Us

The Power is all Yours

At KCOM, our dedication to our people mirrors our commitment to our customers. Immerse yourself in a workplace that values you as an individual, offering family‑friendly policies and adaptable working arrangements.

Engage with us through employee forums, enjoy a wide range of on‑site facilities, and a suite of services supporting colleagues from diverse backgrounds. Benefit from an employee assistance program, occupational health support, a variety of online wellbeing tools as well as our personal development learning platform.

Values are not just words for us – they are the foundation of our dynamic workplace. Grow with us, seize opportunities to progress, and unleash your potential in an environment designed to nurture your professional development.

Equal Opportunity Employer

We champion inclusivity for all, celebrating diversity through forums and DEI events. Join KCOM and thrive in a culture that values and nurtures your potential.

We are signed up to the Armed Forces Covenant and Disability Confident Scheme and we support local schools and colleges with mock interviews and careers advice.

No agency applications will be accepted at this time.