Customer Service Advisor
Join our team as a Customer Service Advisor and play a vital role in supporting Aerial Direct’s growing mobile customer base. You’ll 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
You’ll 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. You’ll 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 UK’s 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? You’ll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you’re 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. You’ll run through a few scenario based questions, and get the opportunity to ask anything you’d like to learn about.
Step 3:If it looks like a good fit from both sides, we’ll 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.
Customer Service Advisor in Fareham employer: Aerial Direct
Aerial Direct is an exceptional employer that prioritises accuracy, integrity, and high-quality outcomes within a supportive and professional environment. As a Quality Assurance Administrator, you'll enjoy a hybrid working model that balances remote work with in-office collaboration, while also gaining valuable exposure to compliance and risk management. Join a company that champions fairness and continuous improvement, where your contributions will make a tangible impact on safeguarding customers and enhancing their experience.
