Customer Service Advisor

7 months ago

Oldbury, United Kingdom The AA Full time

**This is the job**:
**Job Title**: Customer Service Advisor

**Location**: Oldbury

**Salary**:£25,700 (including shift allowance) plus bonus potential up to £2k p/y post probation

**Contract**: Full time - permanent

**Hours**: 9 hours shift on a 24-hour contract

**Shift Pattern**: Rotating shift pattern covering 365 days of the year working 6 days on, 3 days off.

Want to be part of The Fast and The Curious?

Interested in getting involved in The Call Centre of Duty?

**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 AA**

**What will I be doing?**:

- Supporting our customers in a high-volume contact centre via telephone through their breakdown journey. You’ll be actively listening providing guidance with your warm and reassuring tone.
- Showing our customers, they’re valued by understanding their situation, keeping the conversation constructive
- Pushing for better by using resources available to offer the best customer service
- Maintaining composure whilst reassuring customers, providing safety advice and promptly sending support
- Retaining high volumes of call information whilst updating multiple IT systems accurately and swiftly

**We’re looking for someone to become**:

- **A guardian**: you’ll be supportive with the ability to remain warm and kind, even in the face of conflict
- **A champion**: you’ll make our customers feel respected and valued
- **A problem solver**: you’ll understand incoming information and make logical decisions quickly and efficiently
- **A self-starter**: you’ll be proactive taking pride and ownership in your work while working towards targets
- **A composed operator**:you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively
- **A multitasker**: you’ll be able to retain and sort incoming information accurately and swiftly

**What's in it for me?**

As a valued AA recruit, you will be eligible to earn an discretionary quarterly bonus of up to £1,000 during your first years’ service on top of any month bonus schemes that are available within your department. As well as benefits including:

- £500 following the successful completion of the 6 months’ probation period and thereafter, up to £2k per year
- The opportunity to join and learn within a team that’s as driven as they are supportive.
- 23 days annual leave, with the ability to buy holiday
- Free breakdown membership
- Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more
- Discounts on AA products including car and home insurance
- Access to employee inclusivity awareness networks
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
- Worksave pension scheme with up to 7% employer contribution

**Additional Information**:
**The Recruitment Process**

No CV, no problem

We 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 interview**

If 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.

**Onboarding**

Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.

**Training and going live on the phones**

Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.

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