Customer Service Operator

Aspire Defence Services Limited; Tidworth; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Annual leave 25 days

Pension plan (6% match)

Private medical insurance

Dental cover

Employee assistance program

Job summary

Aspire Defence Service Limited (ADSL) in Tidworth is seeking a Customer Service Operator to join a dynamic team. You will handle multiple contracts, log calls, and support engineers and departments to ensure smooth operations.

The role requires strong customer service experience, GCSE English/Maths, and a full UK driving licence. The position offers a 37.5-hour week with night shifts, 25 days leave, and a pension plan.

Qualifications

• Proven experience in a customer service environment.
• Excellent telephone manner and interpersonal skills.
• Basic IT skills including Microsoft Office applications.

Responsibilities

• Log and understand contracts held by ADSL and how this changes job logging.
• Log calls accurately into IFS using FM contract indicators.
• Act as a central point to assist with incidents and military exercises.
• Log information within Case module for bookings, incidents, complaints and exercises.
• Liaise with BMS triage to minimise engineer attendance and improve job descriptions.
• Produce accurate reports for partners and other departments.
• Support Day and OOH engineers with allocation and job analysis.
• Provide admin support to other departments as needed.

Skills

Customer service

Telephone manners

Microsoft Office

Education

GCSE English/Maths

Job description

Join Our Team as a Customer Service Operator at Aspire Defence Service Limited (ADSL)

• Salary: £26,955 per annum plus Unsociable Allowance
• Hours: 37.5 hours per week, shifts including nights, no weekends
• Location: Tidworth

Are you ready to join a dynamic team where innovation thrives? Aspire Defence Services Limited (ADSL) is seeking a passionate and results-driven Customer Service Operator to be part of our exciting journey.

What We Offer:

• Annual Leave: 25 days plus bank holidays, with the option to buy and sell holiday
• Pension Plan: Contributory Company Pension Plan matched up to 6%
• Insurance: Individual life assurance and personal accident cover
• Employee Benefits Portal: Access to private medical, private dental, discounted gym membership, and discounted shopping at over 100 brands and outlets
• Reward and Recognition: Celebrate outstanding achievements
• Employee Assistance Program: Funded program with onsite mental health first aiders

Your Role:

• Understand the different contracts held by ADSL (PAC / additional contracts) and how this changes the way jobs are logged.
• To understand and apply FM contract knowledge (including a variety of performance indicators) to ensure calls are logged accurately into IFS.
• Provide a central node / communication centre to assist with all incidents / military exercises.
• Accurately log information within Case, an administrative module within IFS used for bookings, incidents, complaint / compliments, military exercises.
• Liaise with BMS triage to minimise engineer attendance / improve job description, constantly improving the technical knowledge within the team
• Produce accurate reports for partners and other departments.
• Support both Day and OOH engineers in all matters including allocation and job analysis
• Provide administrative support to other departments within the business (Sodexo Estimates, Purchase orders, Surveys, assetisation etc)
• Build strong working relationships with OOH Engineers, ensuring priority jobs are allocated and responded to within the relevant timescale.

What We’re Looking For:

• Qualifications: English Language and Maths GCSE grade C or above.
• Experience: Proven experience of working in a customer service environment, with excellent telephone manner and interpersonal skills both internally and with stakeholders. Strong administration and Microsoft skills.
• Skills: Understands how ADSL operates and the impact that actions and decisions have on the business. Communicates clearly and uses effective methods to deliver the message. Committed to putting customers first and delivers high quality service that meets or exceeds expectations of both internal and external customers. Collaborates well with others, builds strong relationships both internally and externally, and is also capable of working independently and under pressure.
• Driving Licence: Full UK valid driving licence required.

Additional Information:

• Our garrisons are tobacco-free working environments.
• Security clearance is required prior to starting with us.
• We are an equal opportunities employer and do not discriminate against protected characteristics. All candidates will be given equal consideration through our established procedures.
• Please note, this vacancy may close early if we receive a high volume of applications.

Ready to Join Us?

If you’re ready to take on a challenging and rewarding role, and be part of our dedicated team supporting the armed forces across Hampshire and Wiltshire.