KCOM Kingston Upon Hull, England, United Kingdom
Customer Champion
KCOM Kingston Upon Hull, England, United Kingdom
6 days ago Be among the first 25 applicants
Customer Champion (Permanent, Full time and Part time hours available)
Deliver exceptional service, every time!
Are you passionate about providing exceptional customer service? Do you love problem-solving and making a real difference in people’s lives? If so, we’d love to hear from you!
As a Customer Champion, you’ll be the first point of contact for our Retail Consumer customers, delivering a warm, friendly, and high-quality service across multiple contact channels. Whether it’s assisting with technical issues, account queries, or guiding customers towards self-service solutions, you’ll be there to support them every step of the way.
We believe in making life easier and better for our customers, and you’ll play a key role in ensuring they get the most from their broadband service—resolving queries first time and delivering a consistently outstanding experience.
Salary - Full time salary is £24,570 per annum and pro rata for part time
Location - Carr Lane, Hull (Flexible hybrid working will be available after full training is complete)
Advert Closing Date – 18th June 2025
Act fast – seize the opportunity to join KCOM, as we reserve the right to close the vacancy sooner than the published date.
Assessment Centre date – 24th June 2025
Start date in the role – 4th August 2025
Training – Classroom based; first 2 weeks will be full time in office for both full and part time applicants. Part time hours from week 3.
Hours - Monday – Sunday, 8 AM – 8 PM on a rota basis. For part time, we can offer school run hours, evenings and weekends - minimum of 16 hours per week.
Assessment Process
If shortlisted, you’ll need to complete a short 10-minute online assessment via TestGorilla and a quick screening call with one of our customer service specialists. If successful, you’ll be invited to attend an in-person assessment day at our Carr Lane office, which typically lasts around 2 hours.
Key Responsibilities
* Building instant rapport with customers, listening to their needs, and understanding how we can help.
* Taking ownership of customer queries, seeing them through to resolution with confidence and care.
* Delivering a high standard of service on every interaction—no matter the issue.
* Problem-solving and using initiative to resolve issues wherever possible, escalating when needed.
* Thriving in a team environment while also working independently during quieter periods.
* Staying resilient and adaptable to handle high call volumes and unexpected service challenges.
* Driving continuous improvement by identifying recurring issues and helping to refine our processes.
* Getting things right first time to prevent repeat customer calls and ensure satisfaction.
Requirements
* A passion for customer service – you genuinely enjoy helping people and solving problems.
* Excellent communication skills – both written and verbal.
* Confidence, resilience, and adaptability – able to handle a fast-paced, ever-changing environment.
* A positive, solutions-focused mindset – always looking for ways to make things easier for the customer.
* Previous customer service experience – whether in a call centre, retail, hospitality, or another customer-facing role.
* Desirable (but not essential!) - Knowledge of broadband services.
Our Commitment to Your Wellbeing – Service with Respect KCOM backs Service with Respect campaign | KCOM
At KCOM, We’re Proud To Have a Friendly And Respectful Customer Base, And Instances Of Abuse Are Rare. However, We Believe That No One Should Ever Have To Face Abuse, Harassment, Or Threats While Simply Doing Their Job. That’s Why We Introduced Our Service With Respect Policy, Ensuring
* You have the right to remove yourself from abusive situations.
* Managers will fully support you and act when incidents occur.
* Customers are held accountable for unacceptable behaviour, with clear consequences for repeat offenders.
Your wellbeing matters, and we’re committed to making KCOM a safe, supportive, and positive place to work.
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
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 considered for this vacancy at this time.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
IT Services and IT Consulting
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