Community | 25 April 2018 - by Ian Midgley

KCOM creates new jobs with new £1.5m customer service centre of excellence

KCOM has opened the doors on its new £1.5m centre for customer service excellence.

The Customer Service Operations Centre (CSOC), which is based at KCOM’s Salvesen Way offices in west Hull, has brought together KCOM’s technical services and support teams into one place creating 30 new high tech skilled jobs in the city.

Sean Royce, KCOM’s executive vice president, said: “We’ve created the CSOC as a centre of customer technical support excellence from which we will deliver industry-leading service and support.

“The CSOC brings all our technical skills and experience together under one roof, enabling us to provide our customers with the very best service using the latest IT systems and toolsets. It also allows our support teams to work more closely together while benefiting from each other’s expertise.

“Our vision is to create a showcase environment that will help us win new customers, delight existing ones and attract the best employees.”

The centre, which will eventually employ nearly a hundred people, is now home to KCOM’s technical teams supporting domestic customers in Hull and East Yorkshire and both local and national businesses.

It is from the CSOC’s network management hub that engineers monitor KCOM’s network and services across the UK, 24 hours a day.

The centre was officially opened this week with a “virtual ribbon cutting” by KCOM’s chief executive Bill Halbert.

As well as benefiting customers the new centre has been designed as an attractive place to work for the growing family of KCOM employees.

Sean Royce, said: “As well as being great for our customers, the CSOC is a brilliant place to work. We’re building a multi-skilled team where people have opportunities to continually develop their capabilities and knowledge, and to progress their careers.”

Eryl Stafford, KCOM’s director of engineering operations, said: “The idea behind the CSOC was to bring our technical skills and experience into one centre so we can help our customers at the earliest opportunity at their first point of contact.

“The CSOC enables us to proactively monitor our services and resolve problems as quickly as possible, even before our customers notice, which is helping us to shape what the future of customer service excellence looks like.”

The £1.5m CSOC is the latest major KCOM investment in Hull, with the majority of work carried out by local firms including S Voase Builders Ltd, Airco and Martin Dixon Ltd.

KCOM is investing £85m in its full fibre Lightstream network across the region, which is now in the final phase of deployment and will reach more than 200,000 properties by March 2019.

Early this year planning permission was granted for a multi-million pound data centre which KCOM is building in partnership with the University of Hull. The data centre, which will create dozens of jobs and will be managed from the CSOC, will built on university land near Inglemire Lane, north Hull. It is expected to be open for business in early 2019.