Twilight Emergency Roadside Support 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

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