Customer Service Advisor (Outbound and Quality Care) - Aerial Direct

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Job Summary

Location: Segensworth PO15 5UA
Salary per week: £247
Working hours: Monday – Thursday 9am – 6pm. Friday 9am – 4.30pm. 1 Hour for lunch (45 mins on Fridays) and afternoon break.
Applications in by: 01/07/2018
Interview Date: 03/07/2018
Job Code: AP29138

An Apprenticeship is a great opportunity to start or develop your career with a salaried job and free training.

Working within the Outbound Customer Services team, you’ll put your administration and organisational skills to great use by providing digital support both for the external customer and that of the internal customer.  The core of the work evolves around quality assurance interactions with in life Aerial Direct customers.

Aerial Direct are a leading independent provider of telecommunications and largest direct business partner of O2 in the UK. They are committed ot the apprenticeship programme and wish to employ apprentices within the business to grow and develop and start a long term career with Aerial Direct.

Click to learn more about Aerial Direct

Duties will include:

By building a rapport and understanding the department’s processes you will be able to offer the right solution and recommendations to the relevant stakeholders.  A flexible approach is called for, as, although the role of Outbound is clearly defined a part of a larger department, there will be a times when you will be required to support other teams, in times of sickness, annual leave or excessive workloads.


  • Deliver outstanding customer service on outbound calls to existing customers using scripts and call handling guides
  • Fulfil E-Billing Requests
  • Monitor Sales Trackers
  • Carry out Quality Validation calls to new customers following sale
  • Identify and route any customer queries to the appropriate support team
  • Ensuring Quality monitoring is carried out in line with department targets
  • Meet objectives and KPIs set and agreed by line manager
  • Have a flexible approach to meet the needs of the customer and requirements of the business
  • Maintains accurate notes on Evolution and any other CRM system as required
  • Promotes Aerial Direct wherever possible.
  • Conform to GDPR and FCA Regulations  
  • Adhere to Aerial Direct’s Health and Safety Policies

Other information:

  • During the first year you will complete: Customer Service Practitioner Level 2 Apprenticeship Standard
  • This company is moving to new premises in July 2018.  Whilst the position is based in Segensworth, the interviews will take place in Gosport at their current location at:  
    Unit 8 Quay West
    Quay Lane
    Hampshire   PO12 4LJ

Skills required:

  • Attention to detail
  • IT literate
  • Telephone skills and confidence
  • Strong Maths skills

Personal qualities:

  • Confident with a friendly demeanor
  • Customer focused

Qualifications required:

  • None required


  • 20 days paid holiday and 8 statutory days holiday plus a day off on your birthday
  • Free on-site car parking
  • Pension scheme available
  • Clear salary bands and opportunity for progression

Future Prospects:

  • Progression to advanced apprenticeship or full time position for the right candidate

Applications in by: 01/07/2018
Interview Date: 03/07/2018
Job Code: AP29138

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