Part Time Customer Service Advisor

Job Title: Part Time Customer Service Advisor 

Location: Oldbury

Salary: £12,037 (FTE £26,750)

Contract: Part Time - 12 Month FTC

Hours: 18 hours per week

Shift Pattern: 4 on 4 off, 4 hour shifts between 5pm-10pm.

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

We’re recruiting for Control Tower 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 and making around 100 calls a day, ranging from updating customers throughout their breakdown journey, to managing patrols efficiently, to ensuring the welfare of our patrols on shift.

As you can understand, some calls you answer could involve complexities or vulnerable, distressed or dissatisfied customers, so our in-depth 3 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 and providing guidance with your warm and reassuring tone.
• Showing our customers, they’re valued by understanding their situation, keeping the conversation constructive
• Working with internal and external colleagues, as well as third-party suppliers to deliver an excellent service to our customers
• Using problem-solving and great communication skills to offer the best customer service to our breakdown customers
• 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

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
• Performance-related incentives, with earning opportunities increasing as you develop and become fully competent in the role
• 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 giving you access to a car salary sacrifice scheme plus discounts on healthcare, shopping, holidays and more
• Company-funded life assurance
• Diverse learning and development opportunities to support your career progression
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

The Recruitment Process

Your application

Apply and complete a series of games designed to help us understand your strengths and how they align with the role.

Your interview

If your behavioural profile demonstrates the strengths needed for the role, you'll be invited to a final-stage interview lasting approximately 60 minutes.

You'll meet our friendly interviewers for a competency-based interview including a role play, giving you the chance to demonstrate how you communicate, understand customer needs and handle objections.

Training and going live on the phones

You'll receive up to three weeks of expert training, followed by three months of dedicated support. Once competent, you'll move to our hybrid model, spending three days per week in the Newcastle office.

Onboarding

Once we've made you an offer and completed your pre-employment checks, you'll receive your contract and everything you need for your first day.

Everyone is welcome at The AA

We're an equal opportunities employer and welcome applications from everyone.

The AA values diversity and the difference this brings to our culture and customers. We actively seek people from diverse backgrounds so you can be yourself, be empowered to be your best and feel like you belong.

We have five communities that bring together people with shared characteristics and backgrounds and help drive positive change.