Customer Champion

Deliver exceptional service, every time! Are you passionate about providing exceptional customer service? Do you love problem-solving and making a real difference in people's 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, delivering a warm, friendly, and high-quality service across multiple contact channels. Whether it’s assisting with technical issues, account queries, or guiding customers towards self-service solutions, you’ll be there to support them every step of the way.

We believe in making life easier and better for our customers, and you’ll play a key role in ensuring they get the most from their broadband service—resolving queries first time and delivering a consistently outstanding experience.

Salary: Full time salary is £24,570 per annum and pro rata for part time

Location: Carr Lane, Hull (Flexible hybrid working will be available after full training is complete)

Hours: Monday – Sunday, 8 AM – 8 PM on a rota basis. For part time, we can offer school run hours, evenings and weekends - minimum of 16 hours per week.

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.
• Desirable (but not essential): Knowledge of broadband services.

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

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.

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.