Inbound Customer Service Advisor

The Launch Group are supporting AA to recruit for customer service advisors.

**Salary**: £23,795 per year basic salary, OTE of £25,795

**Location**: Quorum Business Park, Benton Lane, Newcastle Upon Tyne, NE12 8EX.

**Contract**: Full Time - Permanent

**Hours**: 40 hours per week, Monday to Saturday.

Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone’s show on the road. There 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. As a Customer Service Advisor, you’ll always go the extra mile for our members. In return, we’ll go the extra mile for you, with excellent training, support and development opportunities.

**This is the job**

You’ll be working in a fast-paced environment taking inbound calls from new and existing customers about our products and services. Once you have completed your training, you’ll take a variety of calls, from general queries about an existing policy, to a new enquiry from someone looking to join, or a customer wanting to discuss their membership renewal. No matter what the call, you’ll play a key part in delivering a first-class customer service experience for all of our customers.

You'll get life-friendly hours (there are no Sunday or late evening shifts). Your shifts will be over 5 days per week with Monday - Friday shifts between 8am and 7:15pm and alternate Saturday shifts between 9am and 5:15pm.

**What will I be doing?**
- Dealing with inbound queries in a fast-paced **customer focused** business
- Maintaining the **accuracy** of data kept on file
- **Identifying** a need for and **promoting** additional products and services
- Maintaining a **professional image** in every interaction
- Working towards **performance & quality** KPIs in an **FCA regulated** environment

Contributing to your **team**, reporting into your team leader to help achieve the businesses commercial and customer service

**What do I need?**

Through our in house training program we will provide you with all the training and support you will need to get you up to speed. All you would need to be a success as a Customer Service Representative will be:

- A passion for **helping others** and delivering a first class customer service
- Ability to **effectively communicate** with people from all walks of life
- **Patience** to ensure each customer has a full understanding of the information we discuss with them
- **Determination and resilience** to see a job through to it’s conclusion

**Additional Information**

**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**:

- Diverse **learning and development** opportunities to support you to progress in your career
- **23 days** annual leave, increasing to 25 days after 5 years’ service, **plus 8 bank holidays**:

- **Free AA breakdown membership** after 12 months, 50% discount in your first year
- **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
- Worksave **pension** scheme with up to **7% employer contribution**:

- Dedicated **Employee Assistance Programme**:

- Fantastic working hours, ideal for a comfortable **work/life balance**. As well as the office hours above, we are also closed Christmas Day, Boxing Day & New Years Day
- Structured, **in-depth training** program over the course of your first 3-6 months to ensure you are 100% confident before graduating our training academy
- Regular **1 to 1 meetings** with your team leader to discuss not only your performance but to map out a route for any development opportunities
- Internal **career development opportunities** into multiple different functions such as Operational Leadership, Training, Quality & Recruitment to name a few

Mon Tues Wed Thurs Fri Sat Sun

Week 1 08:00 - 16:15 08:00 - 16:00 08:00 - 16:00 08:00 - 16:00 Off 10:00 - 14:00 Off

Week 2 10:15 - 19:00 11:00 - 19:00 11:00 - 19:00 11:00 - 19:00 09:00 - 17:00 Off Off

Week 3 09:00 - 17:15 Off 09:00 - 17:00 09:00 - 17:00 11:00 - 19:00 09:00 - 17:00 Off

Week 4 10:15 - 19:15 11:00 - 19:15 11:00 - 19:15 11:00 - 19:15 11:00 - 19:15 Off Off

At the AA we understand diversity and value the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, you are empowered to be your best and feel like you truly belong.

**Salary**: £23,795.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Referral programme
- Store discount

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