Customer Service at AO

At AO, our customers are at the heart of everything we do! Our AOers live and breathe our values, making sure every customer leaves with a smile; that’s why our logo is smiling too! And hey, don’t just take our word for it—we’ve got over 600k glowing TrustPilot reviews to back it up!

We’re not only passionate about our customers, we’re passionate about our people too. We really do care, and we’re always listening. We offer clear progression paths, and our skills bandings mean that the more you learn… the more you earn.

So, what’s it actually like to be a part of the AO team? Let’s find out!

Customer Experience

Our Customer Experience department are there for the moments that matter. Whether our customers have bought a new washing machine, fridge freezer or TV, they can reach us on the phone, over email or through social media, for any support. They’re not just speaking to customers to provide the smoothest journey, but they also work closely with our manufacturers, logistics team, and a whole bunch more!

Our purpose is simple; to give our customers the best service, because it’s not what we do, it’s how we make them feel.

Here’s more that you might like to know:

The team take roughly 30 inbound calls a day, whether it’s helping customers before, on the day of, or after delivery
Our department is made up of around 160 AOers. We’re proud of the culture we’ve created across the team—one that’s all about collaboration, inclusivity, and support!
Our department is split into individual teams, each with a Team Manager and Assistant Team Manager, to give our teams everything they need
Our shift pattern ranges from 7am-7pm, Monday to Sunday, to make sure we’re there for our customers whenever they need us

Mobile Phones Direct

Mobile Phones Direct, BuyMobile and AffordableMobile make up our mobile department, which is now an exciting part of the AO family. Working with three of the biggest networks; O2, Vodafone and Three, we offer our customers some amazing benefits, the best deals and even better service!

Here’s more that you might like to know:

The team take inbound calls from customers, helping resolve queries that range from network to billing. They also support with Sales calls too! This means they can learn new skills and even earn commission!
That’s not all they do! We also have a team who look after our customers on social media and respond to emails and trust pilot reviews.
Our department is made up of around 60 AOers across Sales and Customer Service. The team’s full of energy and personality!
Our shift pattern ranges from 9am-7pm, Monday to Saturday, to make sure we’re there for our customers whenever they need us

Recruitment Process

FAQs

So you’re ready to apply for a Customer Service role and want to know what happens next? Take a look below!

Application

Once you hit ‘submit’ on your application, we’ll send you a confirmation email to let you know we’ve got everything and we’re reviewing it.

We want you to have the smoothest application process, so if there’s anything you’d like us to know, please use the “reasonable adjustments” box on our application or email us at careers@ao.com.

Telephone Interview with our Talent Acquisition Team

Now we’ve reviewed, and if your experience matches our criteria, you’ll get an email to book in a call with one of our Talent Acquisition Specialists. They’ll chat through your experience and tell you a little more about the job. Top tip – take another look at the job advert before your call!

Face-to-face Interview

If you’re successful from your call, we’ll invite you in for a face-to-face interview to meet with some of our managers. They’ll ask you some questions about your experience and how you would bring our values to life.

Offer

If you’ve aced your interview, we’ll give you a call to share the great news! This will be within 48 working hours. You’ll be sent everything you need to get you set up ahead of joining the team.

It’s super important to us to share feedback at every stage, so we’ll always keep you in the loop!

*If you need to request any reasonable adjustments please let one of the team know and we can make sure the process works for you.*

Applying for a new job is exciting, and we know it might spark a few curious thoughts! To make your journey even smoother, we’ve answered some of our Frequently Asked Questions.

What’s the best way to dress for my interview?

We want you to feel like the best version of yourself at your interview so we’d love you to come dressed smart and ready to shine. Once you’ve got the job, you’ll find that our AOers dress smart casual.

Is there any flexibility on shifts?

To make sure we’re always there for our customers, we have a great team who work hard to make sure people are in the right place at the right time, 7am-7pm. With this in mind, we do have a set shift rotation that you’ll get in advance.

Do you offer hybrid working?

Yes! We offer hybrid working for all of our contact centre teams. To give you the best new starter experience, our training is done in the office for the first 3 months whilst you learn the ropes, and after this it’s a 50/50 split between the office and home.

Will I get given a laptop?

Appliances are our thing, so we’ll definitely set you up with a laptop and everything else that’ll you need.

Will I work bank holidays?

Our customers rely on us even on bank holidays, so we’re open and ready to help as usual. Everyone gets 25 days holiday when they start, but working bank holidays means you’ll get extra days, to use anytime throughout the year!

Where is the office?

AO HQ is in Horwich, Bolton (BL6 4SD). We’re right off the motorway, the nearest train station is Horwich Parkway and we’re on 2 local bus routes. We have free on site parking too!

What benefits do you offer?

Our benefits are designed to cover moments that matter to AOers. From discounts on ao.com, free tickets at the AO Arena, holidays, pension and everything in between – you can find them all listed on our Benefits page.