Customer Experience Advisor

Customer Experience Advisor (Permanent, Full Time)
£Competitive Salary plus 25 days holiday, an extra day off for your birthday, excellent pension scheme, life assurance and corporate discount scheme

Location - Hull, Carr Lane, with flexible working
Business Area - Retail
Closing Date - 18th April 2022

Interview Date - Thursday 21st April 2022

What will I be doing?

As Customer Experience Advisor you will form part of the Business Technical Support team within KCOM Retail with the primary focus of dealing with Business customer incidents and change requests in adherence with customer Service Level Agreements (SLA’s). This is a front-line customer facing role with a key focus on delivering exceptional customer service.

More specifically, your key responsibilities will include;

• Build immediate rapport and confidence with Business customers by listening to them to fully understand their reason for contact, and what we can do to help them.
• Take ownership for every customer interaction, taking personal responsibility to see it through to a resolution ensuring excellent customer experience at all times.
• Work towards resolving all customer incidents as promptly as possible to ensure adherence with SLA’s.
• Be accountable for ensuring that every customer interaction is handled to the same consistent high standard no matter what the issue.
• Use people skills and initiative to effectively handle customer complaints, resolving issues where possible but escalating if required.
• Operate professionally and efficiently individually but also alongside a team of BTS Engineers and be able to show initiative during quieter periods.
• Be resilient and committed to delivering a consistent customer experience during higher periods of customer contact.
• Use problem solving skills to identify and resolve recurring issues, ensuring continuous improvement is at the centre of everything you do.
• Be driven to get things right, first time and in doing so avoid repeat contact.
• Identify potential upsell opportunities and work collaboratively with sales and CX teams where required.
• Adhere to all Data Protection and Information Security requirements including KCOM’s mandatory e-learning

What do I need to do this job?

• Proven ability to thrive in a fast-paced customer service environment involving SLAs
• Successful track record of delivering high levels of customer satisfaction
• Previous experience of working in incident management role, telecoms specific desirable
• Experience of working in telecoms industry and knowledge of products and services

We are looking for individuals who

Are naturally personable, friendly, and approachable and who are passionate about delivering an exceptional customer experience. You will be an excellent problem solver and be creative, capable of critical thinking & experimental with ideas. You will be comfortable interacting with customers at all levels and have the ability to adapt communication style accordingly. The ability to handle high pressure situations is also key.

What you will get from KCOM

We are as passionate about our people as we are about our customers.

You will have access to an outstanding range of flexible benefits you can pick and choose from such as; exclusive discounts and savings with top retailers, contributions to your pension fund, life assurance and private medical insurance. You will be entitled to a generous holiday allowance and your birthday off work. We offer a range of family friendly, inclusive employment policies and flexible working arrangements, including options such as part-time work, remote working, job sharing or compressed hours. We have employee engagement forums, onsite facilities and services to support staff from all backgrounds.

At KCOM we celebrate diversity. 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 as a person and in your career. We want everyone to realise their potential and are committed to providing an environment which support this. We want KCOM to be a great place to work for everyone.

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.