Customer Champion

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 es 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

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.

• 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.

• 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…