Proactive Success Advisor (One Network)

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

Benefits offered by this job

28 days holidays plus bank holidays

Excellent Pension Scheme with generous

Volunteering days

Life Assurance and Income Protection

Corporate Discount schemes

Hybrid and remote working

Health and wellbeing benefits

Job summary

KCOM in Hull is seeking a Proactive Success Advisor for the Consumer One Network team. The role focuses on outbound customer engagement, helping customers migrate smoothly and delivering high-quality service across all interactions.

You will manage inquiries, track progress, collaborate with colleagues, and ensure accuracy while maintaining GDPR compliance. The position offers hybrid working and a fixed annual salary of £25,662.

Qualifications

• Proven track record of delivering excellent customer service and meeting performance targets.
• Excellent communication with customers and stakeholders at all levels.
• Strong relationship-building and collaboration skills.
• Excellent organizational skills and the ability to prioritise multiple tasks.
• Good analytical and problem-solving abilities with practical solutions.
• Proactive and self-motivated, taking ownership of tasks and outcomes.
• Attention to detail and accurate record-keeping.
• Strong IT skills with MS Office (Word, Excel, PowerPoint).

Responsibilities

• Contact customers to support them with their migration journey.
• Deliver a consistently high standard of customer service across all interactions.
• Manage enquiries, workflows, ticket queues, and follow-up activity in line with team objectives.
• Capture customer feedback and suggest process improvements.
• Maintain accurate customer records and keep information systems up to date.
• Build effective working relationships with colleagues and stakeholders.
• Ensure activity complies with GDPR, regulatory requirements and quality standards.
• Balance workload to maintain quality, productivity and customer outcomes.

Skills

Customer service

Communication

Relationship building

Organizational skills

Analytical/problem-solving

Proactive/self-motivated

Record keeping

MS Office

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Proactive Success Advisor (One Network) (Permanent, Full Time)

We are looking for an enthusiastic and customer-focused individual to join the Consumer One Network team as a Proactive Success Advisor.

This role is a great opportunity for someone who enjoys speaking with customers, building relationships, and making a real difference to the customer experience. Focusing primarily on outbound customer engagement, you will play an important role in supporting successful customer migrations and ensuring our customers receive the high standard of service we strive to deliver.

Working closely with customers, stakeholders, and colleagues across the business, you will be responsible for managing customers who need support with the migration process. If you are proactive, organised, and passionate about delivering outstanding customer outcomes, we'd love to hear from you.

Salary: £25,662 per annum, fixed

Location: Carr Lane, Hull, with hybrid working option

Advert Closing Date: 28th October 2026

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

Interview Dates: To be confirmed after advert closing date

What You’ll Be Doing

• Contacting customers to support them with their migration journey.
• Deliver a consistently high standard of customer service across all customer interactions.
• Manage customer enquiries, workflows, ticket queues, and follow-up activity in line with team objectives and service expectations.
• Capture customer feedback and use insights to suggest process improvements
• Maintain accurate customer records and ensure all customer information systems are kept up to date.
• Build effective working relationships with colleagues and stakeholders across the business to support collaboration and knowledge sharing.
• Ensure all activity is completed in line with GDPR, regulatory requirements, and quality standards.
• Manage workload effectively to balance quality, productivity, and customer outcomes.

Candidate Requirements

• A strong track record of delivering excellent customer service and achieving performance objectives.
• Confidence communicating with customers and stakeholders at all levels.
• Excellent relationship-building and collaboration skills.
• Strong organisational skills with the ability to prioritise and manage multiple tasks effectively.
• Good analytical and problem-solving abilities, with a focus on finding practical solutions for customers.
• A proactive and self-motivated approach, taking ownership of tasks and customer outcomes.
• Strong attention to detail and the ability to maintain accurate records.
• Good IT skills, including experience using Microsoft Office applications such as Word, Excel, and PowerPoint.

Desirable

• Experience working within a customer-facing, customer service, onboarding, retention, or customer success environment.
• Experience within telecoms, technology, utilities, or other service-based industries.

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.