Customer Loyalty Advisor

Customer Loyalty Advisor (Permanent, Full Time)

Join our team to enhance customer satisfaction and retention! You'll handle inbound call campaigns focused on reducing churn and outbound campaigns to improve CSAT. Use your sales skills to promote and upsell KCOM products and services and provide valuable customer insights to your team manager. Additionally, participate in customer-focused activities to support a positive customer experience. If you enjoy engaging with customers and driving satisfaction, this role is for you!

Salary: £25,662 fixed, plus uncapped OTE and paid overtime

Location:

Carr Lane, Hull (hybrid working available - minimum 2 days per week in the office)

Advert Closing Date: 28th September 2026

Interview Dates: to be confirmed after advert closing date

• Handling both inbound and outbound customer contact to achieve desired customer retention and customer loyalty targets such as retentions conversion, upsell/cross sell, dissatisfaction resolution
• Make outbound calls as required in line with specific campaigns, marketing activity and leads generated by the business.
• Ensure all phone calls, ticket queues, workflows, customer enquiries are managed in line with objectives and providing exceptional customer satisfaction
• Balance results with productivity and good use of time to ensure every opportunity is answered and converted
• Investigating the cause of customer dissatisfaction and provide follow up calls and issue resolutions for KCOM customers.
• Act on customer feedback via surveys, SMS, Email, Trustpilot, and welcome calls to provide best in class proactive support and resolution.

• Previous experience in handling both inbound and outbound customer contacts.
• Proven track record in achieving customer retention and loyalty targets (retentions conversion, upsell/cross-sell, dissatisfaction resolution).
• Experience in managing phone calls, ticket queues, workflows, and customer enquiries.
• Demonstrated ability to balance results with productivity and time management.
• Experience in investigating customer dissatisfaction and providing follow-up calls for issue resolution.
• Familiarity with acting on customer feedback via surveys, SMS, Email, Trustpilot, and welcome calls.

• Ability to communicate with customers clearly and effectively.
• Dedicated to understanding and resolving customer issues.
• Ability to balance productivity with quality of customer interactions.
• Ensures all customer interactions are managed accurately and efficiently.
• Capable of identifying and acting on upsell opportunities.

• 28 days holidays
• Excellent Pension Scheme with generous employer contributions
• Volunteering days
• Life Assurance
• Corporate Discount schemes
• Flexible options such as part-time schedules
• We support hybrid and remote working
• A variety of Pick Your Own benefits, for example Cycle to work Scheme, Gym Flex, Tech Scheme to name just a few

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.

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.

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