Customer Service Advisor

2 weeks ago

Oldbury, United Kingdom The AA Full time

**This is the job**:
**Job Title**: Customer Service Advisor - Emergency Breakdown

**Location**: Remote

**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 an Emergency Breakdown 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.

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 remote role so we will provide all the IT equipment that you need, which will be delivered shortly before you begin the training course. We always want to ensure that you feel part of The AA team and will arrange regular team meetings and engagement activities to help you interact with your colleagues.

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 **will also be required for our remote working roles.

**Additional Information**:
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 **after 12 months, 50% discount in your first year
- **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

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

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