Customer Champion (Permanent, Full Time or Part Time)
Starting Salary £22,500 per annum increasing to £23,500 plus 28 days holidays, excellent pension scheme, life assurance and corporate discount schemes
Location - Hull, Carr Lane with flexible hybrid working
Business Area - Retail
Closing Date – 28th July 2023
Assessment Centre dates - 3rd and 4th August 2023
Start date - 4th September 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.
On permanent, full time hours you will be working on a shift pattern between the hours of 8am - 8pm Mon - Fri, 8am - 6pm Saturday and 8am - 6pm Sunday.
Part time hours are also available. Part time shift patterns are varied and will depend on your availability and business needs.
***Flexible hybrid working will be available after full training is complete***
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 be provided- Experience working with business administration systems such as Microsoft and remote desktop 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.
We offer a range of family friendly, inclusive employment policies and flexible working arrangements, including options such as part-time work, remote working and job sharing. We pay employees a minimum of the living wage and offer other benefits such as generous pension contributions, core life assurance, income protection and discounts with top retailers.
We have employee engagement forums, onsite facilities, and services to support our colleagues from all backgrounds. All employees have access to an employee assistance program and occupational health support as well as a range of online wellbeing tools.
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. We want everyone to realise their potential and are committed to providing an environment which supports this.
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.
We have an employee diversity and inclusion forum and hold regular events to promote DEI across the business.
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.