Customer Champion

Customer Champion (Permanent / Full Time)
Starting Salary £21,000 per annum increasing to £24,000 plus 25 days holiday, an extra day off for your birthday and a wellbeing day, excellent pension scheme, life assurance and corporate discount scheme

Location - Hull, Carr Lane with flexible hybrid working
Business Area - Retail
Closing Date – 19th February 2023

Interview dates - w/c 13th February and w/c 20th February

Start date - 3rd April 2023

KCOM is one of the longest-established providers of communications services in the UK, connecting both businesses and residential customers and investing in better digital solutions for everyone.

In this role, you will be part of a talented team within our Customer Experience community. As a Customer Champion, you will be responsible for helping to make life easier and better for our customers by providing professional, helpful, high-quality service to customers that need help and support with their KCOM services.

You will be the first point of contact for our customers to help them make the most of their online experience and use your relationship building skills and expertise to make sure we deliver on our service promises. Our team offers a true multi-channel service centre allowing you to handle interactions with your customers through voice, SMS, live chat, email & social media. You will be working on a shift pattern between those hours - 8am - 8pm Mon - Fri, 9am - 6pm Saturday and 10am - 6pm Sunday.

What will I be doing?

• Delivering exceptional first line support to our consumer broadband and telephone customers through multi-channel contact streams
• Handling queries, resolving issues and taking ownership for the customer journey from beginning to end in line with KCOM processes
• Ensuring customer interactions are documented throughout the process, including complaint management and second line escalations
• Listening to customers fully to understand their reason for contact and what we can do to help them
• Taking personal responsibility and ownership for every customer, seeing it through to a timely resolution that leaves the customer feeling that we have made their life easier and better
• Ensuring that every customer interaction is handled to the same consistent high standard
• Identify, and resolve recurring issues, making sure we work in the spirit of continuous improvement
• Adhere to all Data Protection and Information Security requirements including KCOM’s mandatory e-learning

What do I need to do this job?

• Previous experience working in contact centre customer service / technical support role is preferred, however full training will also be provided
• Experience working with business administration systems such as Microsoft, remote desktops CRM’s
• Strong interpersonal skills and professionalism including written and verbal communication
• Motivation to work through complex situations and achieve a resolution
• Resilience and commitment to deliver a consistent customer experience
• The drive to get things right the first time and resolve customers issues promptly
• An open, honest and enthusiastic approach to your work
• Ability to work on your own initiative whilst supporting team contribution

What you will get from KCOM

We are as passionate about our people as we are about our customers.

You will have access to an outstanding range of flexible benefits you can pick and choose from such as; exclusive discounts and savings with top retailers, contributions to your pension fund, life assurance and private medical insurance. You will be entitled to a generous holiday allowance and your birthday off work. We offer a range of family friendly, inclusive employment policies and flexible working arrangements, including options such as part-time work, remote working, job sharing or compressed hours. We have employee engagement forums, onsite facilities and services to support staff from all backgrounds.

At KCOM we celebrate diversity. We are an equal opportunity, disability friendly, lifestyle and orientation supporting, inclusive employer and everyone is welcome. Values are important to us as is the ability to work flexibly and the opportunity to progress and develop as a person and in your career. We want everyone to realise their potential and are committed to providing an environment which support this. We want KCOM to be a great place to work for everyone.

Who are KCOM?

For us, it’s bigger than broadband.

KCOM has been in the heart of the Hull and East Yorkshire community since 1904.
We're proud to be rooted in East Yorkshire and committed to delivering the world's best broadband service to the region.
We are an innovative, award-winning company that is committed to providing a friendly, helpful and world class service to our customers by putting them first. All of our people are responsible for giving our customers the best impression and experience of KCOM.

We completed the first stage of our Lightstream full fibre network - making Hull the fastest, most connected broadband city in the world in 2019. Now we're expanding our award-winning network to bring the benefits of full fibre broadband to even more homes and businesses across the region.
We are a business that thrives on working collaboratively to bring innovative ideas to fruition and continually striving to be the very best at what we do in order to keep our customers connected.

KCOM reserve the right to close this vacancy before the published closing date, should the need occur. We therefore advise that you submit your application as soon as possible.

We are only accepting direct applications to this vacancy and therefore no agency applications will be accepted.