Customer Service Advisor

**This is the job**:
**Job Title**: Customer Service Advisor - Control Tower

**Location**: Oldbury

**Salary**:£25,700 plus bonus potential up to £2k p/y post probation

**Contract**: Full time - permanent

**Hours**: 40 hours per week.

**Shift Pattern**: Rotating shift pattern covering 365 days of the year shifts between 7am-9pm.

**Advertisement Close Date**: Tuesday 14th January 2025

**Interview dates**: Thursday 16th January - Friday 24th January 2025

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

We’re recruiting for Control Tower 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 and making around 100 calls a day, ranging from updating customers throughout their breakdown journey, to managing patrols efficiently, to ensuring the welfare of our patrols on shift.

As you can understand, some calls you answer could involve complexities or vulnerable, distressed or dissatisfied customers, so our in-depth 3 week training period will ensure you’re 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 and providing guidance with your warm and reassuring tone.
- Showing our customers, they’re valued by understanding their situation, keeping the conversation constructive
- Working with internal and external colleagues, as well as third-party suppliers to deliver an excellent service to our customers
- Using problem-solving and great communication skills to offer the best customer service to our breakdown customers
- 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

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

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

- 23 days annual leave plus bank holidays
- Opportunity to earn up to £2000 in incentives in your first year
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more

**The Recruitment Process**

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 3 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.