Customer Service Advisor - Twilight Shifts

The AA; Oldbury; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Bonus scheme

Free breakdown membership

Pension scheme

Employee discount

Job summary

The AA in Oldbury is hiring a Twilight Shifts Customer Service Advisor to support roadside rescue teams. You’ll handle around 100 calls a day, guiding customers through breakdowns and arranging patrols to get people moving again.

There is a four‑week training period, then a 40‑hour week with rotating shifts (15:00–02:00) across the year. The role offers a competitive salary plus a discretionary quarterly bonus and a rich benefits package.

Qualifications

• Ability to remain warm and kind even in conflict
• Ability to understand information quickly and make logical decisions
• Capable of working towards targets under pressure
• Strong communication and listening skills
• Comfort with high-volume calls and data entry
• Able to stay calm and supportive for distressed customers

Responsibilities

• Handle high-volume calls in a contact centre during the breakdown journey
• Listen actively, guide customers with a reassuring tone
• Use scripts to gather information and determine best action
• Cross-check details and update IT systems accurately
• Provide safety advice and coordinate patrol assistance when needed
• Maintain composure and deliver excellent customer service

Skills

Empathy

Active listening

Calm under pressure

Communication

Problem solving

Resilience

Job description

Job Title

Customer Service Advisor – Twilight Shifts

Location

Oldbury

Salary

£29,850 plus bonus potential up to £2k p/y post probation

Contract

Full time – permanent

Hours

40 Hours per week, shifts between - 15:00-02:00

Shift Pattern

Rotating shift pattern covering 365 days of the year.

Start Date

5th October 2026

Interview Dates

9th - 18th September 2026

Summary

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

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

Preferred Qualifications

• 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.

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 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

Recruitment Process

Recruitment steps described below.

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

Equal Opportunities and Diversity

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.

Pre-employment Checks

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