Customer Support Coordinator The Service Delivery team are one of our fastest growing teams, and we’re looking for a new Customer Support Coordinator to join them. Based in our newly refurbished Fareham offices and reporting into our Service Desk Team Lead, you will be responsible for all customer queries and complaints within the department. This would represent a great opportunity if you’re looking to take your career in telecoms to the next role, in a role where you can take ownership and see your impact. What do we offer? Holiday rising with each year of service Buy & Sell Holiday Scheme Your Birthday Off - after all it's the most important day of the year 23 Days Annual Leave Bank Holidays Free eye tests & support towards glasses Gym Discounts Discounted Home Broadband Family & Friends Broadband Referral Scheme Our Employee Assistance Programme offering confidential Wellbeing Support Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards Company pension scheme You’ll get involved in: Answering in-coming queries from Unified Solutions customers regarding their accounts, including billing, transfer of ownership, contract queries and any other business. Completing administrative tasks on Customer accounts which can include billing changes, account, or contract changes. Working alongside our Sales Teams to ensure identified cross-selling and up-selling opportunities are always explored. Create contact schedules with our customer base, manage this meticulously and record all contact and interactions appropriately. Proactively seek out and explore situations where our customers have not had great experiences and work to ensure we improve this urgently and satisfy our customers. Actively work on retention and maintain a churn level KPI set by the Business. Handle low and mid-level complaints, ensuring the relevant Teams are consulted and included to ensure we not only resolve complaints, but wow our customers. Taking complete ownership and seeing through to completion. Conducting Customer Satisfaction calls and collating testimonials along with our Marketing Team when needed. Responding to Social Media complaints or comments when appropriate. Taking ownership of complaints from social media and seeing these through to completion. Represent Aerial Direct at Customer events, Supplier events and other meetings when needed. Creating new processes and updating historical processes which attribute to Customer experience and the end-to-end Customer journey Ideally, you’ll have experience of: Delivering customer service support for Unified Solutions customers. Experience with regulatory bodies such as Ofcom\FCA\Ombudsman. It would be great if you had: Experience with Autotask, Tekton & Sage. Experience pro-actively working an existing base and seeking out potential opportunities to add value. 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 Service Desk Team Lead, 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