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Customer Service Advisor

5 months ago

Basingstoke, United Kingdom The AA Full time

**This is the job**:
**Job Title**: Customer Service Advisor
**Location**: Basingstoke (with Dynamic working option)
**Salary**: £21,320.04
**Department**: Drive Tech - Dealing with queries relating to driver training courses
**Hours**: Shifts between Monday to Friday 7.30am-6pm, Weekends 8am-3pm

**Do you get a kick out of solving problems?**
**Are you energized by speaking to customers?**
**Well then, we just might make your day**

You’ll become an expert in our products and someone our customers can really rely upon when they need us most. No matter what the call, your dedication to the customer will ensure they have the right product/cover, every time. You'll be working in a fast-paced environment whilst making every customer feel like the first call of the day. As our front-line force you'll be part of a team who set the tone for what our customers can expect from the AA. Some of the calls you deal with could be more complex or involve upset or distressed customers, that’s why we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations.

**What will I be doing?**:
Dealing with various queries relating to Driver training courses, from taking bookings to processing payments, from cancellations to providing tech support for online sessions you will be the first point of contact for learners, training providers and the police. On a day-to-day basis you will:

- Proactively maintain knowledge of products and services and learn new information to solve our customers unique queries.
- Push for better by using resources, tools and systems available to offer the best customer service
- Maintain focus and composure during peak call times, ensuring each customer receives the same exceptional level of customer service.
- Strive to ensure that each and every customer receives a top-class customer experience that is expected from our iconic brand

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

- **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
- **A composed operator**: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively

**Here's what we offer you**:

- The opportunity to join and learn within a team that’s as driven as they are supportive
- 25 days annual leave
- 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

Plus, so much more

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

**No CV, no problem**

**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
From the first day of your journey at the AA, we’re here to support you at every step. Our expert trainers will guide you through your first few weeks of your induction where you should expect to learn lots about how you’ll support our customers in a fun, collaborative and engaging learning environment. You'll then progress onto the Academy where you'll be supported by your Line Manager and colleagues until you become an expert in our behaviours, products, and systems.

**Company Description/ Business Unit**
Solution bringers. Day makers. Extra milers. We are the AA.
We keep everyone’s show on the road and are here 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.