Twilight Roadside Support Advisor

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

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.