Customer Service Advisor

The Automobile Association; Oldbury; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Discretionary quarterly bonus up to £1

23 days annual leave + 8 bank holidays

Free breakdown membership

Employee discount scheme

Pension with employer contribution

Employee Assistance Programme

24/7 remote GP service

Job summary

The Automobile Association is recruiting Twilight Emergency Breakdown Customer Service Advisors to support our roadside teams. You’ll handle around 100 calls daily, guiding customers with warmth and clarity during breakdowns.

A four-week training period ensures you provide the best solution to every customer, every time, with ongoing coaching for growth. Onboarding includes pre-employment checks and a strong benefits package featuring a discretionary quarterly bonus, generous leave, breakdown

Qualifications

• Excellent communication and listening skills.
• Ability to stay calm and empathetic with distressed customers.
• Strong problem-solving and decision-making abilities.
• Comfort with handling high call volumes and following scripts.
• Proactive, with a customer-first attitude and targets awareness.
• Desire to learn and grow in a fast-paced environment.

Responsibilities

• Supporting customers in a high-volume contact centre via telephone during breakdown journeys.
• Actively listening, guiding customers with warmth and reassurance.
• Using scripts to gather information and assess best actions.
• Pushing for best outcomes using available resources.
• Maintaining composure, providing safety advice and sending help promptly.
• Updating multiple IT systems accurately and swiftly.

Job description

We're recruiting for Twilight 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.

Job Responsibilities

• 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

Candidate Profile

• 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

Please note - due to the shift pattern of this role, it is desirable that you have a driving licence to ensure you can return home safely after twilight shifts. Ensuring the safe return home of our colleagues is paramount to The AA.

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 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.

We may close the vacancy sooner than the advertised date if we get a high volume of applications.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We’re an equal opportunities employer and welcome applications from everyone.

The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

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 plus 8 bank holidays
• 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 and a 24/7 remote GP service for you and your family
• Worksave pension scheme with up to 7% employer contribution