Find More Than 10K+
United Kingdom Jobs

Customer Loyalty Advisor (Permanent, Full Time)

Salary £23,000 plus Commission, excellent pension scheme, 25 days annual leave plus your Birthday, a Wellbeing Day and volunteering days, life assurance and corporate discount scheme

Location – Hull, Carr Lane with flexible hybrid working
Business Area – Retail
Closing Date – 2nd March 2023

Interview dates – confirmed after advert closing date

What will I be doing?

In the role of Customer Loyalty Advisor, you will provide a high level of customer service and sales activities in order to retain customers and promote KCOM products and services. You will be maximising every opportunity through inbound and outbound activity to promote customer satisfaction and loyalty to KCOM.

Some of your key responsibilities will be:

• 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
• Maintaining customer related information systems to ensure accurate records.
• Building strong relationships with key teams and stakeholders to support two-way communications.
• Work as part of a high performing team providing support to colleagues when required

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.