Customer Champion

KCOM; Hull and East Yorkshire; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Holiday allowance 28 days + bank

Pension scheme

Volunteering days

Life Assurance

Income protection

Discount schemes

Hybrid/Remote working

Wellbeing benefits

Job summary

KCOM goes beyond broadband, delivering community-focused services in Hull. We are hiring a Customer Champion to provide first-line customer and technical support across multiple channels, handling account queries, billing questions, and broadband issues with a friendly, high-quality approach.

Join us for a flexible hybrid role with 37.5 hours per week, a salary of £25,662 per annum, and an incentivised scheme up to £2,500 after probation. Start date 4 January 2027 and classroom-based training.

Qualifications

• Passion for customer service with enjoyment in helping people.
• Excellent written and verbal communication.
• Confidence, resilience and adaptability in a fast-paced environment.
• Solutions-focused mindset to simplify customer journeys.
• Previous customer service experience in call centre, retail or similar.
• Ability to troubleshoot and develop technical support skills quickly.
• Knowledge of broadband services is advantageous.

Responsibilities

• Build instant rapport with customers and understand their needs.
• Own customer queries and see them through to resolution.
• Deliver a high standard of service on every interaction.
• Use initiative to resolve issues and escalate when needed.
• Work well in a team and independently when needed.
• Stay resilient to handle high call volumes and challenges.
• Identify recurring issues and help improve processes.
• Aim to get things right first time to avoid repeats.

Skills

Customer service

Problem solving

Communication

Resilience

Adaptability

Job description

Customer Champion (Permanent, Full time)

Are you passionate about delivering exceptional customer service and helping people overcome technical challenges? Do you enjoy problem-solving and making a real difference in customers' 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, providing both customer support and technical support across multiple contact channels. You'll deliver a warm, friendly, and high-quality service, helping customers with everything from account queries and billing questions to broadband troubleshooting and technical issues. You'll also guide customers towards self-service solutions where appropriate, ensuring they feel supported every step of the way.

Is this role right for you? Customer and technical support can be incredibly rewarding, but they can also be fast-paced and challenging at times. Roles like this require resilience, adaptability, strong problem-solving skills, and the ability to communicate clearly with customers of all technical abilities.

Before applying, take a moment to reflect: do you thrive in high-pressure situations, enjoy investigating and resolving issues, and genuinely care about helping people, even when it's tough? If so, we'd love to hear from you.

Salary: £25,662 per annum (fixed)

Incentivised Pay Scheme: Following probation we offer additional earning opportunities up to £2,500 per annum

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

Advert Closing Date: 6th November 2026

We may close the advert early if we receive strong interest, so don't wait!

Assessment Centre date: 17th November 2026 (additional date might be offered based on attendance)

Start date in the role: 4th January 2027

Training: Classroom based, Monday to Friday

Hours of work: Monday to Sunday, 8am - 8pm on a rota basis, 37.5 hours per week

Assessment Process

If shortlisted, you'll receive a short, informal screening phone call with one of our Customer Experience People Managers. This is an opportunity for us to learn more about you, discuss the role in more detail, and answer any questions you may have.

Successful candidates will then be invited to attend our Assessment Day on 17th November at our Carr Lane office. The assessment will take approximately 2 hours and will give you the opportunity to showcase your skills, meet members of the team, and learn more about what it's like to work as a Customer Champion here at KCOM.

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.
• The ability to troubleshoot and resolve technical issues, or the confidence to learn and develop technical support skills quickly.
• Desirable (but not essential!) - Knowledge of broadband services.

Our Commitment to Your Wellbeing – Service with Respect

• 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.

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.

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.