Customer Service Advisor – Join Our Award-Winning Team! We’re looking for a Customer Service Advisor to join our friendly, high-performing team supporting our growing mobile customer base and making a real difference every day. As the first point of contact for our customers, you’ll handle a variety of queries, find solutions, and ensure every interaction leaves a lasting positive impression. If you’re someone who thrives on solving problems, building relationships, and working in a supportive environment, we’d love to hear from you. Why You’ll Love Working Here Hybrid working – enjoy the best of both worlds with 2 days per week in our newly refurbished offices Career growth – a clear development path and ongoing support to help you reach your next career goal Vibrant team culture – join a collaborative, energetic, and inclusive team that celebrates success together Impact – play a key role in strengthening customer loyalty and driving the success of our business 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 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 What You’ll Be Doing Providing exceptional customer support via incoming calls, resolving queries quickly and effectively Following best practices to manage and resolve issues within SLA timeframes Collaborating with other teams to ensure smooth handovers and fast resolutions Listening to customers, understanding their needs, and offering tailored solutions or additional products when appropriate Building trust through friendly, professional, and proactive communication Maintaining accuracy and attention to detail in every interaction Consistently exceeding expectations and contributing to an outstanding customer journey What We’re Looking For Previous experience handling customer queries over the phone Strong organisational and administrative skills A track record of performing in a fast-paced, high-volume environment while meeting SLAs A genuine desire to help people and deliver first-class service It would be great if you have: Experience working with telecommunication products or services 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 If you’re ready to take your customer service career to the next level and be part of something exciting, we’d love to welcome you on board. Apply today and start your journey with us!