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Customer Service Advisor

2 weeks ago

Oldbury, United Kingdom The AA Full time

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

**Location**: Oldbury - Office based

**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.

**Interview Dates**: Various across June & July 2025

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

We’re recruiting for 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 where you’ll be taking around 100 calls a day, ranging from updates and changes to policy’s 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.

**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 providing 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 who**:

- Is supportive with the ability to remain warm and kind, even in the face of conflict
- Can make our customers feel respected and valued
- Can understand incoming information and make logical decisions quickly and efficiently
- Will be proactive, taking pride and ownership in your work while working towards targets
- Can cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively
- Is 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
- 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**:
**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 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.