Part Time Customer Service Advisor

The Automobile Association; Oldbury; Presencial; GBP 12.000 - 17.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

23 days annual leave

Performance-related incentives

Worksave pension scheme

Free AA breakdown membership from Day

Discounts on AA products

Employee discount scheme car salarySac

Company-funded life assurance

Learning and development opportunities

Employee Assistance Programme

24/7 remote GP service

Descripción de la vacante

The Automobile Association is recruiting for Control Tower Customer Service Advisors to support our roadside heroes across the breakdown journey. You will handle around 100 calls daily in a fast-paced, friendly environment and undergo a thorough 3-week training to ensure confident, empathetic support for every customer.

You’ll work with colleagues and third-party partners to deliver top-quality service, update IT systems, and maintain a reassuring, proactive approach even under pressure.

Formación

• Strong communication and active listening to guide customers through breakdown journeys.
• Ability to stay calm and supportive with distressed customers.
• Proven capacity to log and retrieve information across IT systems.
• Willingness to work in a high-volume contact centre environment.

Responsabilidades

• Support customers in a high-volume contact centre via telephone through their breakdown journey.
• Actively listen and provide guidance with a warm and reassuring tone.
• Collaborate with internal and external colleagues and third-party suppliers to deliver excellent service.
• Use problem-solving to offer the best customer service to breakdown customers.
• Maintain composure while providing safety advice and promptly sending support.

Conocimientos

Clear communication

Empathy

Problem solving

Resilience

Descripción del empleo

We're recruiting for Control Tower 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 and making around 100 calls a day, ranging from updating customers throughout their breakdown journey, to managing patrols efficiently, to ensuring the welfare of our patrols on shift. As you can understand, some calls you answer could involve complexities or vulnerable, distressed or dissatisfied customers, so our in-depth 3 week training period will ensure you're confident to provide the best solution to every customer, every time.,

• Supporting our customers in a high-volume contact centre via telephone through their breakdown journey. You'll be actively listening and providing guidance with your warm and reassuring tone.
• Showing our customers, they're valued by understanding their situation, keeping the conversation constructive
• Working with internal and external colleagues, as well as third-party suppliers to deliver an excellent service to our customers
• Using problem-solving and great communication skills to offer the best customer service to our breakdown customers
• 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
• A guardian: you'll be supportive with the ability to remain warm and kind, even in the face of conflict
• A champion: you'll make our customers feel respected and valued
• A problem solver: you'll understand incoming information and make logical decisions quickly and efficiently
• A self-starter: you'll be proactive taking pride and ownership in your work while working towards targets
• A composed operator: you'll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively
• A multitasker: you'll be able to retain and sort incoming information accurately and swiftly

The AA values diversity and the difference this brings to our culture and customers. We actively seek people from diverse backgrounds so you can be yourself, be empowered to be your best and feel like you belong.

We have five communities that bring together people with shared characteristics and backgrounds and help drive positive change.

Plus, so much more!

• 23 days annual leave plus bank holidays
• Performance-related incentives, with earning opportunities increasing as you develop and become fully competent in the role
• 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 giving you access to a car salary sacrifice scheme plus discounts on healthcare, shopping, holidays and more
• Company-funded life assurance
• Diverse learning and development opportunities to support your career progression
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family