Enterprise Customer Support Coordinator (Fixed Term Contract for 6 Months, Full Time)
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.
Salary: Up to £26,000 per annum dependent on experience
Location: Carr Lane, Hull, 2 days minimum office based
Advert Closing Date: 26th June 2026
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
- 28 days holidays plus bank holidays
- Excellent Pension Scheme with generous employer contributions
- Volunteering days
- Life Assurance and Income Protection
- Corporate Discount schemes
- We support hybrid and remote working
- A variety of health, wellbeing and lifestyle benefits to choose from
Equal Opportunity Employer
We champion inclusivity for all, celebrating diversity through forums and DEI events. We are signed up to the Armed Forces Covenant and Disability Confident Scheme.
No agency applications will be accepted at this time.
