Customer Service Advisor

5 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.

Are you looking to excel in your career and work for the biggest name in the automotive industry?

We’re recruiting for Emergency Breakdown 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 around 100 calls a day, ranging from updates and changes to policy’s to arranging a patrol to rescue a family from the M4
As you can understand, some calls you answer could involve complexities or vulnerable and distressed customers, so our in-depth 4 week training period will ensure your 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 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

**Please note - due to the shift pattern of this role, it is desirable that you have a driving licence to ensure you can return home after twilight shifts. Ensuring the safe return home of our colleagues is paramount to The AA.**

**Additional Information**:
**What's in it for me?**

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

- £500 following the successful completion of your 6 months probation period and thereafter, up to £2,000 per year
- The opportunity to join and learn within a team that’s as driven as they are supportive.
- 23 days annual leave
- Free breakdown membership + 50% off for your family and friends
- Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more
- Discounts on AA products including car, home & life 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

**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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