Customer Service Advisor

Customer Service Advisor

Join our team as a Customer Service Advisor and play a vital role in supporting Aerial Directs growing mobile customer base. Youll be the friendly voice our customers rely on the first point of contact who makes a real difference by solving problems, answering queries, and delivering an exceptional experience every time.

We offer a flexible hybrid working model - 3 days working from home and 2 days in our newly refurbished Fareham office - giving you the perfect balance between collaboration and flexibility.

Full time Monday Friday with 1 Saturday in 4

Week 1 08:30 - 17:00

Week 2 09:00 - 18:00

1 Saturday Shift in 4 10:00 14:00

What do we offer?

• Holiday rising with each year of service
• Your Birthday Off - after all it's the most important day of the year!
• Buy/Sell holiday scheme
• Access to Perkbox platform
• Free eye tests & support towards glasses
• Our Employee Assistance Programme offering confidential Wellbeing Support
• Regular events and activities throughout the year including our famous Christmas Party & Employee Awards!
• Company pension scheme

Youll Get Involved In:

• Be responsible for answering customer enquiries via incoming calls and resolving in a first-time response where possible

• Follow best practice to successfully manage and resolve queries within the SLA timescale for each query type

• Where another team is accountable for resolving a query, ensuring the necessary information is transferred to them fully and efficiently to allow them to promptly resolve the query

• Identify and assess customers' needs and requirements to achieve satisfaction and where necessary advising on and offering further products

• Build sustainable relationships and trust with customers through open and interactive communication

• Follow communication procedures, guidelines and processes to ensure you are providing consistent, concise and regular internal and customer communication

• Displays extensive knowledge of products and services

• Exceed customer expectations

• Ensure full accuracy and attention to detail in all interaction with internal / external customers

• Experience of handling customer queries by telephone

• Experience of working within a high-volume, fast paced environment

Who are we?

We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience.

Working at Aerial Direct offers the opportunity to be part of a supportive and professional environment where your contribution is recognised and valued. We believe in giving our employees the tools, training, and support they need to succeed, while providing opportunities to develop new skills and grow within the business. Youll work on a variety of tasks, collaborate with different teams across the organisation, and play an important role in the day-to-day success of the company.

We are proud to be one of the UKs leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK.

Our Process

Step 1: Is there a fit? Youll have a chat with our Talent Acquisition team, talk through your past experiences and what it is youre looking for from your career

Step 2: Meet with your would-be manager, our Customer Services Manager, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. Youll run through a few scenario based questions, and get the opportunity to ask anything youd like to learn about.

Step 3: If it looks like a good fit from both sides, well be looking to make you an offer!

Our Values:

Deliver Excellence - We think big, embrace challenges, act with accountability and deliver exceptional results

Champion The Customer - We place customer needs at the heart of every decision and interaction

Innovate With Purpose - We embrace creativity, progress and new ideas that drive meaningful impact

Better Together - We value every person and the unique contribution they bring and through collaboration we win together.