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About us
Launched in 1999 and situated in Kingston upon Hull, KCOM Contact Centres is not a business that was inherited or formed through a merger; it is a business that was created. This has instilled a strong sense of ownership in its directors, managers and staff, many of whom have been here from the very beginning. As a result there is a real sense of dedication, commitment and pride from our employees about what they do that benefits our clients because; put simply, "your success is our success".
Following its inception KCOM Contact Centres has since created an award winning business built upon a simple premise; "what we say we can deliver, we do". This success has been achieved through the people we employ, and not due to 'elaborate' technology or 'clever' methodologies. KCOM Contact Centres has always regarded the people we employ as the key to the success of the company. This belief has led to a strong relationship between the people of Hull and KCOM Contact Centres, and we are seen as an employer of choice within the area.
KCOM Contact Centres is a 24 hours a day, 7 days a week, 365 days a year operation. The contact centre itself has a 500-seat capacity, and resilience has been built in to protect critical systems that our clients rely upon. The technology at KCOM Contact Centres is chosen for its reliability and robustness, and to fulfil the role of supporting our staff in delivering the services.
Since our launch KCOM Contact Centres has won awards ranging from providing wholesale directory enquiry services, to telesales in the utility sector. And with awards such as "Call Centre Manager of the Year", our people have received industry wide recognition. Ultimately our success comes down to our own version of the three R's: "the right people, with the right skills, delivering the right performance".
Meet the team
KCOM Contact Centres is a people run business. It relies upon its employees, whether they are advisors or managers, to deliver the performance and quality our clients expect. While we cannot introduce you to everyone, if you click on the photos below you can find out more about KCOM Contact Centres management team and the role they play within the company.
Responsibilities
I have overall responsibility for the multi award winning contact centre outsourcing and consultancy division of KCOM. We are now handling over 15 million calls per annum and support a wide range of large public and private sector organisations.
Specialist Knowledge and Achievements
I graduated in 1991 with a degree in Electronic & Electrical Engineering, and have subsequently become a Chartered Engineer (CEng) and Fellow of the Institution of Engineering and Technology (FIET). My working experience has mainly focused on the development of client solutions by providing leadership and motivation to large teams.
One of my key achievements to date was leading the successful entry into the wholesale directory enquiry market place. The challenge included business transformation as well as significant systems integration issues. The project went very well and we can now boast back-to-back "Directory Enquiry Best Wholesaler of the Year" awards. It was a fantastic experience to lead such an enthusiastic team.
Career Background
I joined KCOM in 1995 as a Technology Consultant working for Torch, before moving into product development for 3 years. In 1999 I joined KCOM Contact Centres as a founder Director. Previous to joining KCOM, I held a number of technical roles at Bailey Telecom in Leeds.
Other Interests
Away from work I enjoy travel, writing, fitness and anything to do with either cars or music.
Responsibilities
I have responsibility for managing major client implementations as well as composing and monitoring capital & operational project budgets to ensure delivery in line with the agreed solution, business case and timescales. I am also responsible for managing the marketing function and developing new business acquisition strategies.
Specialist Knowledge and Achievements
I originally joined KCOM in 1999 to project manage the set up of our 500-seat contact centre, and I was appointed to KCOM Contact Centres’ management team in February 2005. Throughout my time at KCOM I have been responsible for delivering multi-disciplined, high value projects on behalf of our clients; as well as for managing the business support teams within the contact centre. I am qualified to degree (biology) and postgraduate level (business administration).
Career Background
I have twenty years experience of working in the contact centre and telecommunications sectors. During this time I have held senior positions in programme & project management, operational management and marketing management. Now, as part of the contact centre’s management team, I am able to call upon a wide range of skills and experience to assist in the development of practical solutions for our clients.
Other Interests
Outside of work my main interests are in photography (landscapes and wildlife), films, music, and sport.
Responsibilities
I have been with KCOM Contact Centres for over 7 years and I have the responsibility for the overall operational and service management aspects within the contact centre.
Specialist Knowledge and Achievements
Prior to joining KCOM Contact Centres I held an operational management position with GE Capital Banks Contact Centre in Leeds, and before that I held a position at National Westminster bank.
Career Background
As well as having a strong financial and customer service background, I have spent the last 10 years of my career within the contact centre industry.
Interests
I enjoy running and going to the local gym, and also spending my free time with my family.
Responsibilities
I have responsibility for finance & commercial, technology, resourcing, management information, training and project management.
Specialist Knowledge and Achievements.
I am a qualified accountant (ACCA).
Career Background
I started my career in finance working for 5 years with a local accountancy firm followed by 8 years working as Company Accountant for the after sales division of the Swift Caravan Group. I joined KCOM in 2000, initially in the role of Finance Manager.
Other Interests
Outside of work I enjoy football and golf.
Responsibilities
I support the business by providing customer focussed, added-value people solutions that help the business achieve its objectives.
I manage all aspects of the employment lifecycle including recruitment, reward & recognition, development and employee relations. I ensure that the human resources team is proactive, forward thinking and has great relationships with employees and managers alike.
Specialist Knowledge and Achievements
I have a BA honours degree; an MSc in Human Resource Management; I am a Fellow of the Chartered Institute of Personnel and Development.
Career Background
I have in excess of 14 years HR experience gained from roles in the private sector, including both manufacturing and service industries, in companies such as BP Chemicals. I joined the KCOM Group as Corporate HR Manager in November 1999 and currently hold the position of Head of HR for KCOM Contact Centres.
Other Interests
In my spare time I love to travel to foreign countries.
The management team however is only the tip of the iceberg. It is the advisors, team leaders, managers & support staff who deliver the services on a daily basis on behalf of our clients who provide the foundation. So if you are interested in finding out more about what we can offer and would like to take advantage of an invitation to visit KCOM Contact Centres; then these are the people we would really want you to meet.
News
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Posted Wed, 10 Feb 2010, 12:41 (27 days ago). KCOM Contact Centres Retains Maureen ContractKCOM Contact Centres is pleased to announce that the longstanding agreement with Independent Radio News (IRN) to handle Maureen directory enquires (118212) has been formally extended. KCOM and IRN have successfully worked together since 2004 and in that time have handled tens of millions of calls for Maureen customers.A new agreement has been struck to extend the arrangement for a number of years to co... Continue reading |
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