Customer Service Advisor Oldbury, West Midlands, West Midlands
Job description
Company description
Role: Customer Service Advisor
Salary: £23,021 (including flexibility allowance)
Location: Oldbury Office, B69 2AG
Working Hours: Rotating shift pattern covering 7 days a week and bank holidays, working 6 days on, 3 days off on a 24-hour contract.
Start date: 11th April 2023
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
Based in our modern, stylish Oldbury office, our Service Delivery Customer Service Advisors play a vital role in keeping our members on the road and ensuring that they receive the help they need as quickly and efficiently as possible.
Dealing with a variety of inbound and outbound calls in a fast-paced environment you will be working behind the scenes to coordinate the relevant support and ensure our customers can safely continue their journey. Supporting our customers in difficult situations means that sensitivity and empathy, combined with excellent communication skills, are crucial to putting our customers at ease. Within your daily calls you will:
- liaise with AA patrols and external providers to ensure the member receives the relevant assistance efficiently
- discuss the nature of assistance required, analysing and assessing the best way to help and support the member
- keep the member updated on the progress and status of their case
- offer reassurance that help is on the way and maintaining the customers faith that we are one of the UKs most trusted brands
What do I need?
Before you handle any real-time calls, you’ll complete a comprehensive 3-week training course to fully prepare you for the role, so don’t worry if you don’t have similar previous experience. We would love it if you:
- have a desire to provide a first-class level of customer service
- can provide confident and compassionate care to customers in distressing and/or vulnerable situations
- are comfortable navigating multiple computer systems
- can adapt you communication style to easily interact with people in different situations
- are organised with a solution focused mind set
- enjoy working as part of a team but with the autonomy to trust your own decisions
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:
- 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 and the ability to purchase additional leave
- Free AA breakdown membership
- 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!
Additionally, the office has free on-site parking and a staffed cafeteria serving hot and cold food. We have also recently opened our new recreational area, The Hideout, which is fully equipped with games consoles, televisions, darts, table tennis, giant games and more…
Additional Information
No CV, no problem!
We believe that your behaviours and natural abilities are vital to you being a success in the role, and with this in mind you do not need a CV to submit your application. Simply complete our online application form and, as long as you meet our initial eligibility criteria, you will be invited to complete a series of games which are designed to determine your suitability for the role. If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
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.
