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Customer Service Advisor - Emergency Breakdown

Employer
The AA
Location
Oldbury, Sandwell
Salary
£17907 - £20593/annum £20,593.74 (£17,907.60 base salary
Closing date
6 Jul 2022

View more

Job Sector
Automotive
Contract Type
Permanent
Hours
Full Time
Company description

Job Title: Customer Service Advisor – Emergency Breakdown

Location: Oldbury – dynamic working

Salary: £20,593.74 (£17,907.60 base salary plus 15% shift allowance)

Contract: Full time – permanent

Hours: Rotating shift pattern covering 7 days a week and bank holidays

24-hour contract- typical shifts fall between 06:00 – 02:15 with a requirement to work night shifts on occasion.

Start Date: 6th June 2022

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 an Emergency Breakdown 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

Here at the AA, our Emergency Breakdown Customer Service Advisors are at the heart of what we do and are there for our customers when they need us most. By providing empathy and using communication, listening and problem-solving skills to understand the customers situation, our Customer Service Advisors provide a first-class service to keep our customers safe while on the road.

What will I be doing?

You could help up to 100 new and existing members a day by taking calls when their vehicle has broken down. You’ll be the first point of contact to support our customers through their breakdown and help them to continue their journey. You’ll ask the right questions and get the information we need to identify their location and log their breakdown on our system, so we can enable the right service to help them. This is a rewarding, but challenging role where you will be supporting our customers in difficult situations, therefore sensitivity and empathy combined with excellent communication and listening skills are crucial to put our customers at ease.

What do I need?

You’ll need the resilience to speak to customers in challenging situations and the drive to deliver excellent customer service that keep our customers safe.

You don’t need any existing experience of our products as you’ll be given excellent training and the support you need to succeed.

As a minimum requirement you’ll need:

* Excellent communication skills

* Drive to deliver excellent customer service

* Resilience and empathy

* The ability to work as part of a team

* Willing to work on a 24/7 365 shift roster

We offer dynamic working which gives you the flexibility to work at our Oldbury Customer Operations Centre and from home. You’ll complete your training onsite to make sure you’re up and running effectively and once you’re firmly in the driving seat you’ll have flexible options to work remotely. At home, you’ll need a suitable working environment including your own desk and chair, a quiet space and a strong internet connection and we’ll provide the IT equipment you need. Whether working from the office or at home, we’ll make sure you feel part of The AA team with regular team meetings and engagement activities.

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

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and 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, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested

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