Dozens of new tech jobs created at innovative new KCOM service centre in Hull

By Hull Daily Mail | Posted: 26 Apr 2018

Dozens of new highly-skilled technology jobs have been created in Hull as KCOM opens the doors on its new centre for customer service excellence.

The £1.5m unit, based at the broadband provider’s Salveson Way offices in west Hull, has brought together KCOM’s technical services and supports teams into one place.

It is hoped the Customer Service Operations Centre (CSOC) will eventually employ nearly 100 people.

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.

Read more: 130 jobs at risk as KCOM to close Prospect House call centre in Hull city centre

“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 is now home to KCOM’s technical teams, who support customers in homes across Hull and East Yorkshire. It will also work with local and national businesses.

The centre was officially opened this week with a “virtual ribbon cutting” by KCOM’s chief executive Bill Halbert. It has so far created 30 new jobs.

The new centre hopes to create 100 jobs in the future

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

Mr 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.”

Read more: When KCOM will finish Lightstream broadband roll-out in Hull

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.”

KCOM is currently rolling out their Lightstream service

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.

Read more: Broadband firm Connexin unveils plans for £5m data centre on edge of Hull

KCOM say it is currently 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, is expected to be open for business in early 2019.

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