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 Employee referral scheme of up to £1k per successful referral, with unlimited referrals Christmas Closure in addition to your annual leave Free eye tests & support towards glasses Gym Discounts 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 Ideally, you’ll have experience of: 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 isn’t just a career, it’s a decision to be better. It’s choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and you’ll be given the tools, training, and support needed to do a great job. 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: All: We are one team enabling each other and the business to thrive Elite: We will be the very best that we can be for our customers and our colleagues Respectful: We show respect for our environment, our people and above all else, our customers Impeccable: We will deliver the best customer experience and service in all we do Agile: We’re always looking to be one step ahead, quick to move, and to anticipate our customers’ needs Limitless: We seek continuous improvement in order to grow and develop the business