Enterprise Customer Support Coordinator

Enterprise Customer Support Coordinator (Fixed Term Contract for 12 Months, Full Time)As a Enterprise Customer Support Coordinator within KCOM Enterprise, you’ll be a key part of the Business Customer Service Team, acting as the first point of contact for B2B customers. Based at Carr Lane, Hull, this role is central to delivering an exceptional onboarding and service experience for Enterprise customers.You’ll manage customer queries end to end, supporting the smooth delivery of B2B orders by working closely with internal teams, sales colleagues and external partners. If you’re customer-focused, organised and enjoy coordinating activity to deliver positive outcomes, this is a fantastic opportunity to grow your career within a fast-paced Enterprise environment.Salary – Up to £26,000 per annum dependant on experienceLocation – Carr Lane, Hull, 2 days minimum office basedAdvert Closing Date – 7th May 2026We may close the advert early if we receive strong interest, so don’t wait!Interview Dates - To be confirmed after advert closing dateWhat You’ll Be DoingAct as the first point of contact for KCOM Enterprise B2B customer queries across phone, email and live chatMonitor, track and progress B2B orders through to timely and efficient installationChase order updates with E2E Networks and act as a point of escalation for installation issuesSupport the delivery of customer project work, helping to coordinate tasks, updates and communication across internal teams.Complete clean order checks and proactively resolve rejections or orders placed on holdManage work-in-progress (WIP) activity to ensure prompt revenue realisationSend customer collateral accurately and within agreed timescalesDeliver high first-time contact resolution and manage customer expectations throughout onboardingWork closely with Enterprise Sales, Pre-Sales and other internal teams to ensure a seamless customer journeyEnsure all activity complies with regulatory standards, GDPR and quality policiesBuild strong working relationships with colleagues and key stakeholdersMaintain high customer satisfaction levels, including NPS, TNPS and Trustpilot scoresCandidate RequirementsProven experience in a similar customer service, support or coordination roleConfident communicating with customers via phone, email and live chatA customer-centric mindset with a genuine passion for delivering excellent serviceStrong organisational skills with the ability to manage multiple orders and priorities effectivelyComfortable working independently while also contributing positively as part of a teamAmbitious, proactive and keen to learn and develop within an Enterprise environmentIT literate, with good working knowledge of Microsoft Word, Excel and PowerPointHigh standard of written and verbal communication skillsIndustry experience is desirable but not essentialPerks And Benefits28 days holidays plus bank holidaysExcellent Pension Scheme with generous employer contributionsVolunteering daysLife Assurance and Income ProtectionCorporate Discount schemesWe support hybrid and remote workingA variety of health, wellbeing and lifestyle benefits to choose fromAbout UsKCOM 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 UsThe 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 EmployerWe 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.No agency applications will be accepted at this time.