KCOM Contact Centres Ltd

KCOM contact centres looks for confident individuals who can be effective at using their communication and problem solving skills to fulfil a variety of roles, and we aim to employ people who can meet the service levels and quality that our clients expect from us. Competency based questioning allows us to consider previous work experience alongside attitude, outlook and potential for development.

KCOM Contact Centres operate a four-stage recruitment process that all potential candidates undertake, and success is required at each stage before a candidate can move on.

Initially, candidates would have a telephone interview to assess if their telephone and communication skills match the criteria required by our business. If successful, the next stage would be specific call centre assessments which can include listening skills, spelling, comprehension and speed & accuracy of data entry; and this would then be followed by a competency based face-to-face interview. Finally, all successful candidates are invited for an on-site visit which can include the opportunity for them to sit with an experienced advisor to listen to calls, as well as giving them a feel for the working environment and the work expected of them.

Although this may seem a 'lengthy' process, it allows both sides every opportunity to decide if a contact centre career would be the right choice.

Employee satisfaction is a key performance indicator for KCOM Contact Centres and is measured twice a year through our employee survey. The latest survey showed that:

• 80% are satisfied with the way they are managed.
• 87% would recommend KCOM Contact Centres to their friends as a good place to work.
• 83% are satisfied with the job they are doing.

Additionally, there are a number of other reasons you may want to consider a job at KCOM Contact Centres:

• Offices located in the city centre with excellent access to public transport.
• Regular incentives operate on each account with prizes ranging from boxes of chocolates to gift vouchers to iPod shuffles.
• Discounted car parking is currently available, subject to successful completion of your probation period.
• A share incentive plan is currently in operation allowing employees to buy shares in the company.
• Friday is dress down day, where employees are able to come to work in casual dress instead of their usual business dress.
• Every individuals expectations, needs and wants are different so at KCOM Contact Centres we developed Flex, a system that allows you to use your salary in different ways; with 'buying' or 'selling' holidays, taking out private health cover and dental insurance amongst the options currently on offer.
• Upon completion of 12 months employment, and subject to satisfactory performance and attendance, your holiday entitlement could increase to 25 days.

At KCOM Contact Centres we are proud of our ability to develop the people within our business. Regular discussions take place with employees who want to progress their careers with us, and plans put in place to help them obtain the skills they need for that next step. Below are a couple of examples of people who have joined us as advisors and how they have progressed within the company.

Becki Fowler, Team Leader

Becki joined KCOM Contact Centres in March 2002 as an advisor on the Hull Connect service. As part of her development, Becki chose to participate in our 'senior advisor development programme' to gain the knowledge, skills and experience to support her ambition to progress to the role of a Senior Advisor; and in 2005 she was promoted to Senior Advisor. Shortly after commencing this role, Becki joined the training programme for a Team Leader position, which led to her beginning working as a Team Leader in 2007.

Sarah Ham, Training Advisor

Sarah joined the company in May 2001 as an advisor working on a technical helpdesk for an Internet service provider. Two years later she moved to the Hull Connect service, initially performing the same role, and was successfully promoted to Senior Advisor in November 2004. Approximately six months later Sarah successfully applied for a Team Leader position within the same team, and she performed this role for 18 months. During this time Sarah successfully completed our 'train-the-trainer' development programme, and following an initial secondment period in February 2007 was appointed to her current role on a permanent basis.

I enjoy coming to work because of the people that I work with. Everybody is really friendly and definitely feel that I am part of a team.

James Bowman, Call Centre Advisor (joined February 2008)

I am very happy with the way that my career has progressed and with the opportunities that I have had from KCOM Contact Centres to develop myself.

Becki Fowler, Team Leader (joined March 2002)

The Team Leaders are always approachable and the teams are very supportive especially when new starters join the team. I enjoy the job I do. The first few weeks are always the hardest. Stick this out and its well worth it. There is a choice to progress further if you want to. It is both a friendly and comfortable environment to work in.

Tracey Gwynne, Operator (joined November 2006)

In this day and age, it is a steady company - everyone is happy and there is plenty of scope for progression. The people who work here make it what it is. Many jobs get monotonous but the work is enjoyable and I know what is expected of me. The company readily remains flexible about individual circumstances.

Andy Lynes, Operator (joined December 2004)

Working for KCOM Contact Centres you are working for a team of people who make you feel welcome and valuable as a team member and it's a company that acknowledges the efforts of good work that you do. You are also offered the opportunity to develop and grow within the company if you so wish.

Darren Stratton, Call Centre Advisor (joined August 2007)

News

View our latest news posts

Clients