KCOM
Proactive Success Advisor
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Proactive Success Advisor (Permanent, Full Time)
We’re looking for a Proactive Success Advisor to join our Consumer team in Hull.
You’ll play an important role in making sure our customers have a great experience when joining KCOM. Primarily through proactive outbound contact, you’ll support customers through their onboarding journey, helping them get connected successfully and resolving any issues along the way.
You’ll be someone who genuinely cares about delivering great service, enjoys speaking with customers and takes ownership of getting things right. You’ll also use customer feedback and your own initiative to identify ways we can make our processes and customer journeys even better.
Salary: £25,662 per annum, fixed
Location: Carr Lane, Hull, with hybrid working option
Advert Closing Date: 2nd October 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
What You’ll Be Doing
- Make proactive outbound calls to customers, supporting their onboarding and helping improve successful connection rates.
- Deliver consistently high levels of customer service across every interaction.
- Manage customer enquiries, calls, ticket queues and workflows in line with agreed objectives and KPIs.
- Investigate customer dissatisfaction, taking ownership of follow-up activity and helping resolve issues.
- Maintain accurate and up-to-date customer records across relevant systems.
- Use customer feedback to identify trends and suggest improvements to our onboarding experience and processes.
- Balance quality, productivity and effective time management to ensure customers receive the right support.
- Build strong working relationships with colleagues and key stakeholders across KCOM.
- Work collaboratively as part of a high-performing team, supporting colleagues when needed.
- Ensure all activity meets relevant regulatory, GDPR and quality requirements.
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Candidate Requirements
We’re looking for someone who is customer-focused, proactive and confident communicating with a wide variety of people.
Ideally, You’ll Have
- Experience delivering excellent customer service against agreed KPIs.
- Experience communicating and building relationships with both customers and internal stakeholders.
- Strong organisational, planning and problem-solving skills.
- The ability to use your initiative, make decisions and take ownership of customer issues.
- A confident, friendly and concise communication style.
- A self-motivated and resourceful approach, with a genuine desire to continually improve.
- Good IT skills, including experience using Microsoft Word, Excel and PowerPoint.
- Experience within telecommunications, technology, utilities or another service-led environment would be advantageous.
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.
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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.
Recruitment 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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