KCOM
Customer Loyalty Advisor
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Customer Loyalty Advisor (Permanent, Full Time)
Join our team to enhance customer satisfaction and retention! You'll handle inbound call campaigns focused on reducing churn and outbound campaigns to improve CSAT. Use your sales skills to promote and upsell KCOM products and services and provide valuable customer insights to your team manager. Additionally, participate in customer-focused activities to support a positive customer experience. If you enjoy engaging with customers and driving satisfaction, this role is for you!
Salary: £25,662 fixed, plus uncapped OTE and paid overtime
Location: Carr Lane, Hull (hybrid working available - minimum 2 days per week in the office)
Advert Closing Date: 28th September 2026
Act fast – seize the opportunity to join KCOM, as we reserve the right to close the vacancy sooner than the published date.
Interview Dates: to be confirmed after advert closing date
Key Responsibilities
- Handling both inbound and outbound customer contact to achieve desired customer retention and customer loyalty targets such as retention conversion, upsell/cross sell, dissatisfaction resolution
- Make outbound calls as required in line with specific campaigns, marketing activity and leads generated by the business.
- Ensure all phone calls, ticket queues, workflows, customer enquiries are managed in line with objectives and providing exceptional customer satisfaction
- Balance results with productivity and good use of time to ensure every opportunity is answered and converted
- Investigating the cause of customer dissatisfaction and provide follow up calls and issue resolutions for KCOM customers.
- Act on customer feedback via surveys, SMS, Email, Trustpilot, and welcome calls to provide best in class proactive support and resolution.
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Requirements
- Previous experience in handling both inbound and outbound customer contacts.
- Proven track record in achieving customer retention and loyalty targets (retentions conversion, upsell/cross-sell, dissatisfaction resolution).
- Experience in managing phone calls, ticket queues, workflows, and customer enquiries.
- Demonstrated ability to balance results with productivity and time management.
- Experience in investigating customer dissatisfaction and providing follow-up calls for issue resolution.
- Familiarity with acting on customer feedback via surveys, SMS, Email, Trustpilot, and welcome calls.
Personal Attributes
- Ability to communicate with customers clearly and effectively.
- Dedicated to understanding and resolving customer issues.
- Ability to balance productivity with quality of customer interactions.
- Ensures all customer interactions are managed accurately and efficiently.
- Capable of identifying and acting on upsell opportunities.
Perks And Benefits
- 28 days holidays
- Excellent Pension Scheme with generous employer contributions
- Volunteering days
- Life Assurance
- Corporate Discount schemes
- Flexible options such as part-time schedules
- We support hybrid and remote working
- A variety of Pick Your Own benefits, for example Cycle to work Scheme, Gym Flex, Tech Scheme to name just a few
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
At KCOM, we celebrate diversity and promote inclusivity through dedicated forums and DEI events. We are committed to nurturing your potential in a culture that values every individual.
As a proud signatory of the Armed Forces Covenant and Disability Confident Scheme, we also actively support local schools and colleges with mock interviews and career advice. Join us and thrive in an environment where your contributions are valued.
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