KCOM
Customer Champion
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Customer Champion (Permanent, Full time)
Are you passionate about delivering exceptional customer service and helping people overcome technical challenges? Do you enjoy problem-solving and making a real difference in customers' 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, providing both customer support and technical support across multiple contact channels. You'll deliver a warm, friendly, and high-quality service, helping customers with everything from account queries and billing questions to broadband troubleshooting and technical issues. You'll also guide customers towards self-service solutions where appropriate, ensuring they feel supported every step of the way.
Is this role right for you?
Customer and technical support can be incredibly rewarding, but they can also be fast-paced and challenging at times. Roles like this require resilience, adaptability, strong problem-solving skills, and the ability to communicate clearly with customers of all technical abilities. Before applying, take a moment to reflect: do you thrive in high-pressure situations, enjoy investigating and resolving issues, and genuinely care about helping people, even when it's tough? If so, we'd love to hear from you.
Salary:
- £25,662 per annum (fixed)
- Incentivised Pay Scheme: Following probation, we offer additional earning opportunities up to £2,500 per annum
Location:
- Carr Lane, Hull (Flexible hybrid working will be available after full training is complete)
Advert Closing Date:
- 7th September 2026
Start date in the role:
- 12th October 2026
Hours of work:
- Monday to Sunday, 8am – 8pm on a rota basis, 37.5 hours per week
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.
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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.
- The ability to troubleshoot and resolve technical issues, or the confidence to learn and develop technical support skills quickly.
- Desirable (but not essential!) - Knowledge of broadband services.
Our Commitment to Your Wellbeing – Service with Respect
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.
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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.
Right to Work
Please note that any offer of employment will be subject to the candidate demonstrating their right to work in the UK, in accordance with UK immigration requirements.
Agency Information
KCOM has an in-house Talent Acquisition team and does not accept unsolicited CVs from recruitment agencies. Any CVs submitted without prior agreement from the Talent Acquisition team will be treated as a direct application, and KCOM reserves the right to contact the candidate directly without incurring any agency fees.
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