Call Centre Advisor

Confidential; Walsall; On-site; GBP 23,000 - 25,000; Full time

Benefits offered by this job

Uncapped bonus

Job summary

Confidential in the United Kingdom is seeking a Resolution Specialist to support members during breakdown crises. You will be the calm, capable voice, quickly assessing each situation, coordinating remote fixes or arranging assistance, and guiding customers to a safe resolution.

The role is office-based at our Bescot Headquarters, 35 hours per week, with a 6am–12am flexible shift pattern and a starting rate of £12.71 per hour plus an uncapped bonus.

Qualifications

• Experience delivering standout customer service under pressure.
• Ability to build trust quickly and communicate clearly.
• Strong problem-solving and sound judgement under pressure.
• Confident using multiple systems and handling information accurately.

Responsibilities

• Taking ownership of breakdown calls and assessing customer situation.
• Identifying best solution, from remote fixes to arranging assistance.
• Managing the situation end-to-end from first call to resolution.
• Providing proactive updates to keep members informed.

Skills

Customer service

Calm under pressure

Communication

Problem solving

Multi-system usage

Tools

CRM systems

Job description

£12.71 per hour plus uncapped bonus

35 Hours per week

Monday to Sunday, flexible from 6am-12am

Office based At our iconic Bescot Headquarters

Be the difference when it matters most

When someone breaks down, it s more than just a vehicle issue - it can be stressful, disruptive, and sometimes unsafe. That s where you come in:

As a Resolution Specialist, you ll be the calm, capable voice who takes control in that moment. You ll solve problems, provide reassurance, and make sure our members get the help they need - quickly, safely, and with confidence.

What you ll be doing

• Taking ownership of breakdown calls, working quickly to understand the customer s situation and any vulnerabilities
• Assessing cover and identifying the best solution - from remote fixes through to arranging assistance or onward travel
• Managing the situation end-to-end, from the first call through to resolution
• Keeping members informed with clear, proactive updates so they always know what s happening

What we re looking for

• Experience in delivering stand-out customer service under pressure (contact centre experience is helpful, but not essential)
• The ability to build trust quickly and communicate with confidence and clarity, especially in challenging situations
• Strong problem-solving skills and sound judgement under pressure
• Confidence using multiple systems and handling information accurately
• A proactive mindset - you take ownership and see things through