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)
Location
- Carr Lane, Hull (Flexible hybrid working will be available after full training is complete)
Important Dates
- Advert Closing Date – 2nd August 2026
- Assessment Centre date – 4th August 2026
- Start date in the role – 14th September 2026
Training
- Classroom based
Hours of work
- Monday to Sunday, 8am – 8pm on a rota basis, 37.5 hours per week
Assessment Process
If shortlisted, you'll receive a short, informal screening phone call with one of our Customer Service Specialists. This is an opportunity for us to learn more about you, discuss the role in more detail, and answer any questions you may have.
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Successful candidates will then be invited to attend our Assessment Day on 5th August at our Carr Lane office. The assessment will take approximately 2 hours and will give you the opportunity to showcase your skills, meet members of the team, and learn more about what it's like to work as a Customer Champion.
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.
- 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.
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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.
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.
No agency applications will be taken at this time.
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