Training & Customer Support Advisor

3 weeks ago


Cardiff, United Kingdom The AA Full time

**Company description**:
**Job title**: Training & Customer Support Advisor

**Location**: Dynamic - Cardiff

**Salary**:Up-to £24,000

**Hours**:Monday to Friday

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 Volume Recruiter, 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**:
Are you process driven with proven customer service support experience? As a Training & Customer Support Advisor you’ll be proactively engaging with Franchisees both digitally & in person, pre & post sign up, organising and facilitating scheduled inductions, introducing Franchisees to our business, as well as general check-ins to ensure their business is running as smoothly as possible.

This is an excellent opportunity to join a fast-paced growing business, where you will work collaboratively with our Sales, Service & Retention Teams. Overseeing all aspects of a new Franchisees journey and support existing Franchisees who require extra help running their business until transitioning to our main Instructor Service function.

This exciting opportunity will put you at the forefront of proactive & reactive elements, where you’ll continuously deliverer ad-hoc business support workshops, reviewing and enhancing all content to help make our services world class.

**What will I be doing?**:

- Proactively work with our Sales Team to have sight of new starters
- Manage all aspects of the onboarding process from beginning to end which includes:

- Make pre-induction contact with new Franchisees offering support & guidance on how to maximise their franchise
- Organise and facilitate scheduled inductions, which from time-to-time may be delivered at one of The AA’s sites meaning travelling will be required. Inductions will also be delivered via Zoom / Teams
- Booking post-sign-up check-ins to ensure the Franchisees business is running as smoothly as possible and making interventions as and when needed
- Responsible for all onboarding administrative tasks - keeping accurate records, organising access to third party platforms, updating induction material as required
- Being a direct source of support until the Franchisee has transitioned to our Instructor Success Team
- Take referrals from our service team and support the franchisee with business development
- Deliver business development workshops
- Review and enhance all processes
- Create content to support our franchisees business plans
- Proactively review customers’ accounts and offer support where needed

**What do I need?**:

- Comfortable with a dynamic way of working
- Natural ability to build rapport and develop great working relationships with franchisees and staff
- Be an effectively communicator
- Significant experience of working in a customer service environment
- Having a collaborative approach when working
- Business Awareness i.e., understands the brand values and the importance of protecting the brand and doing the right thing by the customer
- Always takes ownership and sees tasks through until the end
- Able to prioritise time and workload



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