Customer Service Advisor

The-Aa; Oldbury; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Discretionary quarterly bonus

23 days annual leave + bank holidays

Free breakdown membership for you and

Employee discount scheme

Discounts on AA products

Job summary

The AA in Oldbury is seeking a Customer Service Advisor for core shifts to handle high-volume calls, guide customers through their breakdown journey, and provide calm, informed support. You will follow detailed scripts, gather essential information, and act quickly to determine the best action for each case.

You will work 40 hours per week on rotating shifts (7am–9pm), with training and a chance to develop within a leading automotive services team.

Qualifications

• Must be able to handle high-volume calls in a fast-paced contact centre.
• Demonstrate empathy and active listening to support customers.
• Ability to gather information, follow scripts and assess the best action.

Responsibilities

• Handle around 100 calls per day, guiding customers through breakdown journeys.
• Use detailed scripts to collect information and apply logic.
• Maintain calm and provide safety advice while updating IT systems.

Skills

Active listening

Empathy

High-volume calls

Problem solving

Resilience

Time management

Job description

Job Title:Customer Service Advisor– Core Shifts

Location:Oldbury

Salary:£26,750 plus bonus potential up to £2k p/y post probation

Contract:Full time – permanent

Hours:40 Hours per week, shifts between – 7am-9pm,

Shift Pattern:Rotating shift pattern covering 365 days of the year.

Start Dates: Nov, Dec & January 2026

Interview Dates: October, November & December 2026

Are you looking to excel in your career and work for the biggest name in the automotive industry?

We’re recruiting for Emergency Breakdown Customer Service Advisors to support our roadside heroes in rescuing the public during times they need us most.

You’ll be working in a fast paced, friendly environment where you’ll be taking around 100 calls a day, ranging from updates and changes to policy’s to arranging a patrol to rescue a family from the M4!

As you can understand, some calls you answer could involve complexities or vulnerable and distressed customers, so our in-depth 4 week training period will ensure you’re confident to provide the best solution to every customer, every time.

In summary you can work anywhere! If you’re the best at what you do, you work at The AA!

Qualifications

What will I be doing?

• Supporting our customers in a high-volume contact centre via telephone through their breakdown journey. You’ll be actively listening providing guidance with your warm and reassuring tone.
• Showing our customers, they’re valued by understanding their situation, keeping the conversation constructive
• Using detailed scripts to gather information from the call and apply logic to assess the best course of action
• Pushing for better by using resources available to offer the best customer service
• Maintaining composure whilst reassuring customers, providing safety advice and promptly sending support
• Retaining high volumes of call information whilst updating multiple IT systems accurately and swiftly

We’re looking for someone who:

• Is supportive, with the ability to remain warm and kind, even in the face of conflict
• Makes our customers feel respected and valued
• Can understand incoming information and make logical decisions quickly and efficiently
• Is proactive, taking pride and ownership in their work while working towards targets
• Copes well in pressurised situations, maintaining resilience whilst managing setbacks effectively
• Can retain and sort incoming information accurately and swiftly

Additional Information

As a valued AA recruit, you will be eligible to earn an discretionary quarterly bonus of up to £1,000 during your first years’ service on top of any month bonus schemes that are available within your department. As well as benefits including:

• £500 following the successful completion of the 6 months’ probation period and thereafter, up to £2k per year
• The opportunity to join and learn within a team that’s as driven as they are supportive.
• 23 days annual leave + bank holidays
• Free breakdown membershipfor yourself and the family
• Employee discount schemethat gives you access to great discounts on healthcare, shopping, holidays and more
• Discounts on AA productsincluding car and home insurance
• Access to employee inclusivity awareness networks
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
• Worksavepensionscheme with up to7% employer contribution

Additional Information

The Recruitment Process

Your application

We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you.

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 60mins. 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!

Training will be conducted by our expert Academy team for up to 4 weeksfollowed by a period in our Grad Bay to get you fully confident in your role before joining your team.