Client Service Advisor (Permanent, Full Time)
As a Client Services Advisor within KCOM Enterprise, you’ll be the first point of contact for our B2B and Wholesale customers, handling a variety of service-related queries, including billing, service relocations, complaints, and service breakdowns. Your role will be key in ensuring high levels of customer satisfaction by providing efficient query resolution and proactive customer support. You’ll also play an active role in identifying opportunities to enhance service delivery and customer retention.
Salary
£25,662 per annum, fixed
Location
Carr Lane, Hull, with hybrid working opportunity
Advert Closing Date
24th July 2026
Interview Dates
To be confirmed after advert closing date
Key Responsibilities
- Provide first-line support to B2B and Wholesale customers, ensuring timely and efficient query resolution.
- Manage and resolve customer complaints, acting as a point of escalation for service-related issues.
- Support inbound and outbound customer contact via phone, email, and live chat.
- Identify upsell opportunities and refer them to the KCOM Enterprise sales team.
- Work closely with internal teams and key stakeholders to deliver positive customer outcomes.
- Ensure compliance with regulatory standards, GDPR, and quality policies.
- Contribute to maintaining high customer satisfaction and Net Promoter Scores (NPS).
Requirements
- Experience in a customer service or similar role.
- Strong communication skills, both written and verbal.
- Confident engaging with customers across multiple channels (phone, email, live chat).
- IT literate, with working knowledge of Microsoft Word, Excel, and PowerPoint.
- Ability to work independently and collaboratively within a team.
- Passionate about delivering exceptional customer service.
- Industry experience is desirable but not essential - full training will be provided.
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
Equal Opportunity Employer
We are an equal‑opportunity employer. KCOM champions inclusivity and celebrates diversity through various initiatives, including the Armed Forces Covenant and Disability Confident Scheme.
Client Service Advisor employer: KCOM
KCOM is an excellent employer that values its employees by offering a flexible work environment, combining office-based and remote opportunities in the vibrant city of Hull. With a strong focus on employee development, KCOM provides ongoing training and growth opportunities, fostering a supportive culture where teamwork and communication thrive. Join us to be part of a dynamic team dedicated to achieving targets while ensuring a positive customer experience.
