Client Service Advisor (Permanent, Full Time)
As a Client Services Advisor within KCOM Enterprise, you'll be the first point of contact for our B2B and Wholesale customers, handling a variety of service-related queries, including billing, service relocations, complaints, and service breakdowns. Your role will be key in ensuring high levels of customer satisfaction by providing efficient query resolution and proactive customer support. You'll also play an active role in identifying opportunities to enhance service delivery and customer retention.
Salary
– £24700 per annum, fixed
Location
– Carr Lane, Hull, with hybrid working opportunity
Advert Closing Date
– 4th March 2026
We may close the advert early if we receive strong interest, so don't wait
Interview Dates
- To be confirmed after advert closing date
Key Responsibilities
* Provide first-line support to B2B & Wholesale customers, ensuring a proactive and responsive approach to service management.
* Handle inbound and outbound customer interactions via phone, email, and live chat.
* Act as a point of escalation for service-related issues, working to resolve them efficiently.
* Manage and resolve customer complaints, ensuring positive outcomes.
* Identify opportunities for service improvements and upsell potential, passing relevant leads to the sales team.
* Support customers with service breakdown updates and SLA information.
* Work closely with internal teams to drive customer satisfaction and retention.
* Ensure compliance with regulatory standards, GDPR, and quality policies.
* Maintain high customer satisfaction levels, contributing to strong Net Promoter Scores (NPS).
Requirements
* Experience in a customer service or similar role, handling queries via phone, email, and live chat.
* A customer-focused mindset with a passion for delivering exceptional service.
* Strong communication skills, both written and verbal.
* IT literate, with knowledge of Microsoft Word, Excel, and PowerPoint.
* Proactive approach to problem-solving and identifying service improvements.
* Ability to work independently and collaboratively as part of a team.
* Industry experience is desirable but not essential- full training will be provided.
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.