Customer Advisor

Automobile Association; Royal Tunbridge Wells; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Join a forward-thinking company that values problem solvers and customer champions! In this exciting role, you'll be the first point of contact for customers, expertly guiding them through their queries and vehicle damage claims. With a strong focus on teamwork, you'll thrive in a fast-paced environment, ensuring every customer feels valued and supported. This is your chance to make a real impact while enjoying a supportive team atmosphere. If you're ready to unleash your potential and grow with a leading brand, this opportunity is perfect for you!

Benefits

25 days annual leave

24/7 GP service

Free breakdown membership

Employee discount scheme

Discounts on AA products

Access to inclusivity networks

Employee Assistance Programme

Work save pension scheme

Up to 10% annual bonus

Qualifications

• Strong problem-solving skills and ability to handle customer queries.
• Excellent communication and customer service skills are essential.

Responsibilities

• Handle inbound customer calls and resolve vehicle damage claims.
• Provide exceptional customer service and maintain knowledge of products.

Skills

Problem Solving

Customer Service

Communication

Teamwork

Resilience

Logical Decision Making

Curiosity

Education

High School Diploma

Tools

MSTeams

Job description

Location: Tunbridge Wells - hybrid 40% office work 60% work from home

Salary: £22,322 plus up to 10% annual bonus

Contract: Full time – permanent

Hours: 37.5 hours over 5 days a week, Monday to Friday between 8am and 6pm, one in three Saturdays between 9am and 1pm

Interview dates: Interviews will take place early January between 8am and 6pm Monday to Friday and will be virtual via MSTeams

Do you get a kick out of solving problems? Are you energized by speaking to customers? Well then, we just might make your day!

You’ll become an expert in our products and someone our customers can really rely upon when they need us most. No matter what the call, your dedication to the customer will ensure they have the right product/cover, every time. You'll be working in a fast-paced environment whilst making every customer feel like the first call of the day. As our front-line force you'll be part of a team who set the tone for what our customers can expect from the AA. Some of the calls you deal with could be more complex or involve upset or distressed customers, that’s why we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations.

We are the engine that keeps Britain moving, apply now to unleash your potential!

What will I be doing?

You’ll be taking inbound customer calls, resolving queries and effectively handling customer vehicle damage claims. You’ll ensure proactive end-to-end management of a range of customer claims and provide outstanding customer service throughout.

Day to day you’ll be:

• Using detailed scripts to gather information from the call and apply logic to assess the best course of action
• Proactively maintaining knowledge of products and services and learning new information to solve our customers' unique queries.
• Pushing for better by using resources, tools and systems available to offer the best customer service
• Maintaining focus and composure during peak call times, ensuring each customer receives the same exceptional level of customer service.
• Working in a fast-paced environment, within a team that backs each other and who set the tone for what our customers can expect from our iconic brand.
• Striving to ensure that each and every customer receives a top-class customer experience that is expected from our iconic brand!

We’re looking for someone to become:

• A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently
• An explorer: you’ll need to be curious and inquisitive; learning new information and applying it quickly
• A self-starter: you’ll be proactive taking pride and ownership in your work
• A smooth operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively

Additional information

• The opportunity to join and learn within a team that’s as driven as they are supportive
• 25 days annual leave
• 24/7 GP service
• Free breakdown membership
• Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more
• Discounts on AA products including car and home insurance
• Access to employee inclusivity awareness networks
• Dedicated Employee Assistance Programme to support with mental health
• Work save pension scheme with up to 7% employer contribution

Plus, so much more!

The Recruitment Process

We believe that you can be a great fit for this job based on your behaviours and natural abilities, rather than your past experience. Simply complete our application form and you'll be sent a series of games that will identify your natural strengths and preferences and will determine your suitability for the role. In return, we’ll automatically provide you with some valuable feedback.

Your interview

If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60 mins. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.

Onboarding

Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.

Training and going live on the phones!

From the first day of your journey at the AA, we’re here to support you at every step. Our expert trainers will guide you through your first few weeks of your induction where you should expect to learn lots about how you’ll support our customers in a fun, collaborative and engaging learning environment. You'll then progress onto the Academy where you'll be supported by your Line Manager and colleagues until you become an expert in our behaviours, products, and systems.