Customer Service Advisor

Company descriptionJob Title: Customer Service Advisor - Control TowerLocation: OldburySalary: £25,700 plus bonus potential up to £2k p/y post probationContract: Full time – permanentHours: 40 hours per week.Shift Pattern: Rotating shift pattern covering 365 days of the year shifts between 7am-9pm.Start Date: Monday 12th January 2026 (Please note if you have an annual leave requirement within the first 4 weeks, your application may be auto rejected)Interview Dates: Wednesday 26th November 2025 - Friday 5th December 2025Are you looking to excel in your career and work for the biggest name in the automotive industry?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.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 AAWhat will I be doing?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 constructiveWorking with internal and external colleagues, as well as third-party suppliers to deliver an excellent service to our customersUsing problem-solving and great communication skills to offer the best customer service to our breakdown customersMaintaining composure whilst reassuring customers, providing safety advice and promptly sending supportRetaining high volumes of call information whilst updating multiple IT systems accurately and swiftlyAdditional informationWhat'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:23 days annual leave plus bank holidaysOpportunity to earn up to £2000 in incentives in your first yearWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your familyPlus, so much moreWe’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.The Recruitment ProcessYour applicationWe believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you. Your interviewIf 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.OnboardingOnce we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.Training and going live on the phonesTraining will be conducted by our expert Academy team for up to 3 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.