As a Base Management Advisor, you will play a key role in maintaining and growing our consumer customer base. This is a predominantly outbound role focused on “growth and protect” activity, where your impact will directly support customer retention and ARPU maximisation. You’ll work closely with customers to understand their needs, offer tailored solutions, and deliver an excellent customer experience that builds long‑term loyalty.
Salary: £25,662 per annum, fixed plus uncapped OTC
Location: Carr Lane, Hull, with hybrid working option
Advert Closing Date: 30th June 2026
We may close the advert early if we receive strong interest, so don’t wait!
Interview Dates: To be confirmed after advert closing date
What You’ll Be Doing
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Conduct outbound calls and account health checks to understand customer needs and identify retention opportunities
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Contact customers with alternative options, ensuring a positive experience while protecting ARPU
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Upsell and cross-sell products and services to enhance customer value and experience
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Actively listen to customers and tailor recommendations to their individual needs and wants
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Manage your time effectively to achieve and exceed performance targets and KPIs
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Maintain accurate, clear, and well-managed records of customer interactions and outcomes
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Adapt your communication style to achieve the best possible outcome in every interaction
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Build strong working relationships with colleagues to support a collaborative approach to customer management
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Continuously develop your knowledge of our products and services, as well as the wider market
Candidate Requirements
- We’re looking for someone who can demonstrate:
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Excellent communication and listening skills
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A strong customer-centric mindset
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Proven negotiation skills with a clear sales and retention focus
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Experience in outbound sales, retentions, or a similar customer-facing role
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Strong IT skills and confidence working across multiple systems
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The ability to work in an office environment, with hybrid working available as agreed
Perks and Benefits:
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28 days holidays plus bank holidays
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Excellent Pension Scheme with generous employer contributions
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Volunteering days
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Life Assurance and Income Protection
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Corporate Discount schemes
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We support hybrid and remote working
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A variety of health, wellbeing and lifestyle benefits to choose from
About Us
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.
Why Work with Us
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.
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 Employer
We 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.
