Aidan Downs
Dynamic and solutions-focused professional with a strong passion for delivering exceptional customer service in fast-paced settings
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About
Dynamic and solutions-focused professional with a strong passion for delivering exceptional customer service in fast-paced settings. Experienced in resolving customer queries with speed, empathy, and professionalism, consistently driving satisfaction and loyalty. Known for staying calm under pressure, adapting quickly to changing priorities, and maintaining service excellence even in demanding environments.
A proactive team player who thrives on solving problems, streamlining processes, and ensuring every customer interaction is smooth, efficient, and positive.
Experience
Customer Service Advisor at Sky (2020-03 – 2023-01)
- Delivered outstanding customer support via inbound calls, resolving technical issues across TV, Broadband, and Talk services with patience and precision.
- Carried out ID&V compliance checks and guided customers through troubleshooting steps, including service status and line diagnostics, ensuring swift and effective resolutions.
- Scheduled engineer visits when required, balancing technical know-how with empathy to maintain high customer satisfaction.
- Consistently ranked among top performers for upselling relevant services by identifying customer needs and offering tailored solutions.
- Progressed into a coaching role, supporting colleagues with feedback and guidance to improve service quality and enhance the overall customer journey.
- Acted as the team's MHR Champion, specialising in complaint handling – resolving issues with empathy, professionalism, and a focus on turning negative experiences into positive outcomes.
Business Banking Customer Advisor at Lloyds Group (2014-05 – 2019-12)
- Delivered exceptional customer service throughout the business account application process, both online and over the phone.
- Reviewed digital applications with precision, ensuring full compliance with banking requirements.
- Conducted credit checks and verified business details using trusted third-party sources.
- Proactively made outbound calls to gather missing information, ensuring applications progressed smoothly.
- Transitioned into a customer-facing role, handling inbound calls and guiding applicants through the process with clarity and professionalism.
- Built strong rapport with customers, consistently creating positive experiences and resolving queries with empathy and efficiency.
- Recognised for maintaining high service standards while balancing regulatory compliance and customer satisfaction.
Various Driving Roles at The City of Edinburgh Council Johnson’s Removals Henry Colbeck | Asda | The Food Warehouse (2024-09 – 2026-08)
- Conducted daily vehicle safety checks and ensured goods were loaded and transported under correct temperature conditions.
- Planned and followed efficient delivery routes across Scotland, adapting to traffic and customer schedules to ensure timely deliveries.
- Delivered a range of products to customer premises, consistently providing friendly and helpful service.
- Assisted vulnerable customers with unloading and ensured deliveries were completed with care and professionalism.
- Maintained high driving standards using tracking systems and adhered to legal driving hours and rest breaks.
- Refuelled and cleaned vehicles after each shift, contributing to smooth operations and vehicle upkeep.
Civils Engineer at Openreach (2023-01 – 2024-04)
Left the role due to a hand injury sustained while using tools, which made it difficult to continue with the manual aspects of this job.
- Delivered fibre infrastructure projects across various sites, working both independently and collaboratively to meet deadlines and maintain high standards.
- Conducted daily vehicle checks and ensured all tools and materials were prepared for efficient site setup.
- Completed risk assessments and established safe working zones, demonstrating a proactive and safety-conscious approach.
- Installed ducts and ran fibre cables using power tools, applying hands-on problem-solving skills to overcome technical challenges.
- Engaged directly with customers on-site, addressing concerns, answering questions, and ensuring a smooth and positive experience.
- Acted as a professional and approachable point of contact, consistently upholding Openreach's commitment to customer satisfaction.
- Adapted quickly to changing site conditions and job requirements, maintaining a solutions-focused mindset.
