Customer Service Representative

**Company description**:
**Customer Service Representative**

**Salary: £18,685 - £19,972** DOE and location with the opportunity to progress through our career development ladder + annual bonus + excellent benefits

**Location**:Tunbridge Wells/remote working options

**Hours**: Mon - Sun between hours of 8 am - 8 pm, 37.5 hours per week

**Contract**: Permanent, full time only

**13th June start date**

**Background**

Here at **the AA** and as part of our **Motor Insurance** **Claims** business in **Tunbridge Wells**, we are looking for people with a real passion for customer service with great communication skills and a positive can-do attitude

As one of our **Customer Service Advisors** you will join our First Notification of Loss department (FNOL) working out of our Tunbridge Wells offices, remotely or a mix of the two, depending on your location.

This is a great role to start your career and to learn about or further your knowledge of the Insurance industry

**This is the job**:
The FNOL team deal with calls that come in from customers or third parties who are reporting a motoring incident and need to make a claim. At this point you will need to provide advice on how to make that claim and the process involved as well as taking details of the claim itself. This part is really key as often you will be dealing with customers who may be distraught and upset due to the nature of the call. Being able to put yourself in the shoes of the customer is what we do best.

**Our Career Development Ladder**

We want our colleagues to grow with us, and so from day one you will be supported and coached through our career ladder to help you thrive and succeed in the role. If you already have relevant experience**, **you will join at a level on the career ladder that reflects this.** **Your development will be reviewed regularly with your salary increasing as you move through the career ladder. There is the opportunity to progress your salary from as early as six months after joining. Beyond this there is natural progression to Technical Advisor roles and on to Team Leader roles depending on the route you wish to take.

So, if you are committed to doing well in everything you do and understand what good customer service looks and feels like, then we will support you all the way and would love to hear from you

**What will I be doing?**:
You will be assessing the liability of the incident and offer advice and guidance giving an objective option on where the liability will eventually lie - and sometimes you may need to advise something they were not expecting such the liability sitting with the customer themselves so tact and empathy as well as confidence is important.

You will also be instructing suppliers such as repairers, solicitors and car hire companies where required and ensure these interventions are carried out in a timely manner for the customer.

We are really proud of the standard of customer service we deliver so you will need to ensure you meet these standards in every call you handle - the customer always being at the heart of everything you do.

**What do I need?**:

- Experience in a Customer service environment - this can be retail, hospitality etc. Our training will cover the rest
- A desire to do well
- Resilience and able to work under pressure
- Accuracy and attention to detail
- Positive and self-confident approach when dealing with customers
- Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers understanding that they could be distraught and concerned following an incident
- Ability to take on increased ownership and responsibility when necessary
- Good written and spoken English as well as good numeracy skills

**Why should I apply?**

We are dedicated to your personal development**. **As a valued employee of the AA, you’ll have access to a range of benefits, as well as learning and development opportunities including:

- Discretionary annual performance related bonus scheme (up to 10% of salary)
- Clear Career Development Ladder - a commitment to support and coaching from day one to help you progress with associated salary increases
- Contributory pension scheme
- 25 days holiday + bank holidays
- 50% discount on AA membership in the first year and free thereafter
- Discounts on the wider AA products and services incl. car insurance, home insurance etc.
- Flexible working options
- Onsite parking

**Additional Information**:
**Other information**

Depending on your location, you may be asked to work out of the Tunbridge Wells offices a minimum of 2 days per week. If you live 30 miles away or more and/or more than a 90-minute drive from Tunbridge Wells, you will be classed as a home worker.

**What else is expected of me?**

Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behavio