Customer Service Advisor – Emergency Breakdown

Automobile Association; Oldbury; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the automotive industry is seeking a Customer Service Advisor for their Emergency Breakdown team in Oldbury. This full-time role involves supporting customers in a fast-paced environment, handling around 100 calls daily while maintaining high standards of service. Applicants should possess strong communication skills and resilience to thrive in challenging situations, and will receive comprehensive training to ensure they excel in their role.

Benefits

23 days annual leave plus bank holidays

Worksave pension scheme with up to 7% employer contribution

Free AA breakdown membership from Day 1

Employee discount scheme for various services

Company funded life assurance

Diverse learning and development opportunities

Qualifications

• Supportive and warm demeanor in customer interactions.
• Ability to understand information quickly and make logical decisions.
• Pride and ownership in work responsibilities.

Responsibilities

• Assist customers in a high-volume contact center via phone.
• Use scripts to gather information and assess actions.
• Maintain composure and provide safety advice during calls.

Skills

Empathy

Effective Communication

Problem-solving

Resilience

Attention to Detail

Job description

Customer Service Advisor - Emergency Breakdown

Business Area

Reference

COI00131

Contract Type

Full Time

Location

Oldbury

Closing Date

25-06-2025

This is the job

Job Title: Customer Service Advisor - Emergency Breakdown

Location: Oldbury - Office based

Salary: £25,700 plus bonus potential up to £2k p/y post probation

Contract: Full time – permanent

Hours: 40 hours per week.

Shift Pattern: Rotating shift pattern covering 365 days of the year shifts between 7am-9pm.

Start Dates: July & August 2025. Due to expansion, we're recruiting a new cohort of colleagues. Please make sure in your application form, you list if you have any holiday requirements across July/August/September.

Interview Dates: Various across June & July 2025

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.

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

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
• Can make our customers feel respected and valued
• Can understand incoming information and make logical decisions quickly and efficiently
• Will beproactive, taking pride and ownership in your work while working towards targets
• Can cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively
• Is able to retain and sort incoming information accurately and swiftly

Additional information

What's in it for me?

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 23 days annual leave plus bank holidays
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

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.

The recruitment process

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.