Customer Service Advisor

**This is the job**:
**Job Title**: Customer Service Advisor - Emergency Breakdown

**Location**: Oldbury, West Midlands

**Salary**: £23,025.64 (including shift allowance)

**Contract**: Full time - permanent

**Hours**: Rotating shift pattern covering 7 days a week and bank holidays, working 6 days on, 3 days off on a 24-hour contract

Just like cars need fuel, our members need our Emergency Breakdown Customer Service Advisors to support our heroic patrols in rescuing them during times they need us most.

You'll be working in a fast-paced environment taking around 100 calls per day. No two calls will be the same and could range from a standard breakdown call to providing safety advice, updating and changing a policy to dealing with dissatisfied or vulnerable customers. As some calls you deal with could be more complex or involve distressed customers, we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situation

**What will I be doing?**:

- Supporting our customers through their breakdown journey by actively listening; you’ll provide guidance with your warm and reassuring tone
- Showing our customers they’re valued by understanding their situation, keeping the conversation constructive
- Pushing for better by using resources available to offer the best customer service
- 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**:
**Here's what we offer you**:

- The opportunity to join and learn within a team that’s as driven as they are supportive
- 23 days annual leave, with the ability to buy holiday
- 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 to support with mental health
- Worksave pension scheme with up to 7% employer contribution

Plus, so much more

**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.