Customer Service Advisor – Twilight Shifts

Automobile Association; Oldbury; On-site; GBP 27,000 - 33,000; 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

Discounts on AA products

Employee Assistance Programme and 24/7

Pension scheme with employer contrib

Job summary

The AA in Oldbury is seeking a Customer Service Advisor for Twilight Shifts. You will handle around 100 daily calls, guiding customers through the breakdown journey with a warm, reassuring tone.

Training is provided to ensure confidence tackling complex situations and calling on available resources for the best outcome. Join a fast-paced, supportive team as you balance empathy with efficiency, aiming to resolve issues and update IT systems accurately.

Qualifications

• Experience in high-volume contact centre environments.
• Ability to actively listen and guide customers.
• Strong communication and empathy.
• Ability to follow scripts and apply logic.
• Ability to manage multiple IT systems accurately.

Responsibilities

• Supporting customers in a high-volume contact centre via telephone through their breakdown journey.
• Showing customers they’re valued by understanding their situation and keeping the conversation constructive.
• Using detailed scripts to gather information and apply logic to assess the best course of action.
• Pushing for better by using resources to offer the best customer service.
• Maintaining composure while reassuring customers and providing safety advice.
• Updating multiple IT systems accurately and swiftly.

Skills

Supportive demeanor

Warm and kind

Quick decision making

Proactive

Resilience

Information management

Job description

Customer Service Advisor - Twilight Shifts

Business Area

Reference

COI00232

Contract Type

Full Time

Location

Oldbury

Closing Date

13-09-2026

This is the job

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

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.

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
• 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 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

The Recruitment Process

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.

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