Company description

Job Title:      Customer Service Advisor – Service Delivery

Location:      Oldbury

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: 30th May 

AA Summary

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 Service Delivery 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 Service Delivery Customer Service Advisors are the engine that keeps our motors running. Working in partnership with our Emergency Breakdown department, our Customer Service Advisors guarantee we get help to our members as quickly and efficiently as possible, wherever or whenever they’ve broken down. This critical role works behind the scenes to coordinate the appropriate support, whether that’s liaising with local garages or getting our AA patrols on route, so our members can get back on their journey safely.

What will I be doing?

You’ll be working in a fast-paced environment taking a variety of inbound calls. This can range from speaking to our outdoor patrols and local garages so they can support our customers in breakdown situations, to customers using their membership entitlements. Acting as a problem solver, you will ensure the correct support is provided to our members quickly and efficiently, which also involves providing updates to our members, whilst reassuring them that help is on the way. No matter what the call, you’ll play a key part in delivering a first-class customer service experience for all our customers. This is a rewarding 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 don’t need any existing experience of our products as you’ll be given excellent training and the support you need to succeed.

You’ll need to be enthusiastic, self-motivated and happy to pitch in and help others.

As a minimum requirement you’ll need:

• Excellent communication skills
• The ability to work as part of a team
• Willing to work on a 24/7 365 shift roster

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.