Customer Service Advisor
1 week ago
Customer Service Advisor - Twilight Shifts Job Title: Customer Service Advisor – Twilight Shifts Location: Oldbury Salary: £28,800 plus bonus potential up to £2k p/y post probation Contract: Full time – permanent Hours: 40 Hours per week, shifts between 15:00‑02:00 Shift Pattern: Rotating shift pattern covering 365 days of the year. Start Date: 5th January 2026 (Please note if you have annual leave booked within the first 4 weeks, your application may be auto‑rejected) Interview Dates: 3rd‑11th December 2025 Overview We’re recruiting 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 taking around 100 calls a day, ranging from updates and changes to policy 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 you’re confident to provide the best solution to every customer, every time. What will I be doing? Supporting customers in a high‑volume contact centre via telephone through their breakdown journey, actively listening and providing guidance with a warm and reassuring tone. Showing our customers they’re valued by understanding their situation and keeping the conversation constructive. Using detailed scripts to gather information and applying logic to assess the best course of action. Pushing for better by using available resources to offer the best customer service. Maintaining composure whilst reassuring customers, providing safety advice and promptly sending support. Retaining high volumes of call information while updating multiple IT systems accurately and swiftly. Note: Due to the shift pattern, it is desirable that you have a driving licence to ensure you can return home safely after twilight shifts. Ensuring the safe return home of our colleagues is paramount to The AA. Benefits Discretionary quarterly bonus of up to £1,000 during first years’ service on top of any month bonus schemes. £500 following successful completion of the 6‑month probation period and thereafter, up to £2k per year. 23 days annual leave, with the ability to buy holiday. Free breakdown membership. Employee discount scheme giving 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. The Recruitment Process 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, you will be invited to a final stage interview lasting approximately 60 minutes, including a competency‑based interview with a role play. Onboarding: After pre‑employment checks, you’ll receive your contract. Training: Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to give you confidence before joining your team. #J-18808-Ljbffr
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