Apprentice Customer Service Advisor

4 days ago

Oldbury, United Kingdom The AA Full time
This is the job

Job Title:  Apprentice Customer Service Advisor – Emergency Breakdown

Location: Oldbury – Office Based

Salary:  £16,211 (increasing after 6 months to £18,526)

Contract:  Full time (36.25 hours), FTC until end of apprenticeship.

Working Hours:  Monday to Friday, shifts between 9am-8pm

Start Date: 30th September 2024

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

We’re recruiting for Emergency Breakdown Apprentice 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 policies 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 training period will ensure you’re confident to provide the best solution to every customer, every time.

As an apprentice at The AA, you’ll be fully supported to achieve a Level 2 qualification as a Customer Service Practitioner within just 12 months.

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

#LI-THEAA

 

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
  • Using detailed scripts to gather information from the call and apply logic to assess the best course of action
  • 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

 

Please note - you must have either a Grade 4/C or above in English & Maths or have completed Level 2 Functional Skills by the end of your apprenticeship to achieve your qualification. If you do not have a Grade 4/C in English & Maths or Level 2 in Functional Skills at the beginning of your employment, you can study this alongside your apprenticeship, funded by The AA.

Additional Information

Here's what we offer you:

  • Competitive apprentice salary of £16,211 increasing to £18,526 after 6 months
  • The opportunity to join and learn within a team that’s as driven as they are supportive
  • 23 days annual leave
  • Free breakdown membership + 50% off for your friends and family
  • 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 and a 24/7 remote GP service for you and your family
  • Worksave pension scheme with up to 7% employer contribution 

Plus, so much more 

The Recruitment Process

As part of the apprenticeship qualification you will complete your learning plan within the allotted time frame. This may include taking exams, submitting workbooks, and providing evidence of your development, within your working hours. You will be working closely with your apprenticeship learning provider and developing positive relationships with a wide range of colleagues while developing your knowledge and capabilities to undertake the job

Shortly after applying for the role, you’ll be sent a series of games that will identify your natural strengths and preferences and will determine your suitability for the role. In return, we’ll automatically provide you with some valuable feedback.

Your interview & assessment day

If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend an assessment day between 7th-13th August 2024 , where you’ll be introduced to our Oldbury office and meet with some of the team. During this time, you will have a short interview with our friendly interviewers.

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.

Please note – for the first 6 weeks of employment, no holiday must be taken or appointments made to ensure full dedication to the training programme.

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