Customer Service Advisor

Company description

Job Title: Customer Service Advisor

Location: Oldbury

Salary: £21,925 (including shift allowance)

Contract: Full time – permanent

Hours: Rotating shift pattern covering 7 days a week and bank holidays, working 6 days on, 3 days off on a 24-hour contract.

Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone’s show on the road. There for our members wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers.

As a Customer Service Advisor, you’ll always go the extra mile for our members. In return, we’ll go the extra mile for you, with excellent training, support and development opportunities.

This is the job

Here at the AA, our Emergency Breakdown Customer Advisors are at the heart of what we do and are there for our customers when they need us most. By providing empathy and using communication, listening and problem-solving skills to understand the customers situation, our Customer Service Advisors provide a first-class service to keep our customers safe while on the road.

This is a dynamic position and may involve some working from home, we will provide all the IT equipment that you need. You will need a quiet, distraction free environment to set up your equipment. You will be based in our Oldbury office throughout your training and until you have the confidence and competence within your job role. You will then have the option to move onto a dynamic pattern of 2 days per month in the office with the rest from home or to remain permanently in the Oldbury office.

As an Emergency Breakdown Customer Advisor, on a daily basis you will;

• help up to 100 new and existing members by taking calls when their vehicle has broken down
• be the first point of contact, supporting our members through their breakdown and aim help them to continue their journey
• ask the right questions in order to establish the location and urgency of the situation
• log the breakdown incident on our in-house systems
• deal with some cases which could be potentially difficult or sensitive, ensuring that our members feel valued, looked after and put at ease

What do I need?

You’ll need the resilience to speak to customers in challenging situations and the drive to deliver excellent customer service that keep our customers safe.

You don’t need any existing experience of our products as you’ll be given excellent training and support you don’t need existing experience or knowledge of our products and services, just a few transferrable skills such as:

• Excellent communication skills
• Drive to deliver excellent customer service
• Resilience and empathy
• The ability to work as part of a team

A suitable working environment including your own desk and chair, a quiet space and a strong internet connection.

What's in it for me?

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• Diverse learning and development opportunities to support you to progress in your career
• 23 days annual leave, increasing to 25 days after 5 years’ service, plus 8 bank holidays
• Free AA breakdown membership
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Worksave pension scheme with up to 7% employer contribution
• Dedicated Employee Assistance Programme

Plus, so much more!

Additional Information

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.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.