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Customer Service Advisor - Oldbury

Employer
The AA
Location
Oldbury, West Midlands
Salary
£25,408 (including shift allowance) plus bonus potential up to £2k p/y post probation
Closing date
25 Feb 2024

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Job Details

Job Title: Customer Service Advisor 

Location: Oldbury

Salary: £25,408 (including shift allowance) plus bonus potential up to £2k p/y post probation

Contract: Full time – permanent

Hours: 9 hours shift on a 24-hour contract

Shift Pattern: Rotating shift pattern covering 365 days of the year working 6 days on, 3 days off.

Want to be part of The Fast and The Curious?

Interested in getting involved in The Call Centre of Duty?

Take a chance on Game of Phones and apply here, to The AA Team.

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 providing 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

What's in it for me?

As a valued AA recruit, you will be eligible to earn an discretionary quarterly bonus of up to £1,000 during your first years’ service on top of any month bonus schemes that are available within your department. As well as benefits including:

  • £500 following the successful completion of the 6 months’ probation period and thereafter, up to £2k per year
  • The opportunity to join and learn within a team that’s as driven as they are supportive.
  • 23 days annual leave, with the ability to buy holiday
  • Free breakdown membership 
  • 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

 

Additional information

 

The Recruitment Process

No CV, no problem!

We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you. 

Your interview

If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60mins. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.

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!

Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.

Company

The AA has been around for over 100 years and was formed on 29June 1905 when a group of motoring enthusiasts met at the Trocadero restaurant in London's West End. This group was initially intended to champion the cause of the motorist and particularly to help motorists avoid police speed traps. As motoring became more popular, so did we - the AA's 100 members in 1905 grew to 83,000 by 1914. As AA membership expanded, so did our activities.

Today, the AA is the largest breakdown cover organisation in the UK. Other services and products we provide include: car insurance, maps, travel guides, campsite guides, home insurance, savings accounts, smart phone and tablet apps and home emergency breakdown cover. Here are some of the key points in our history.

We know what makes people happy at work and we are pretty good at it.  We are good at matching people to jobs that they love and thrive in. Our managers are supportive and approachable. We make work fun. And we give you the back up you need to deliver an amazing service to our customers.

There are excellent career opportunities here too. Whether you want to excel in your chosen field, or you would like to move into management, there are plenty of opportunities.

We know that extras are important to you, so from the day you start working with us, you are entitled to a range of employee benefits.

SETTLING INTO THE JOB
Your first few weeks may differ depending on the business area you have joined. Some have longer induction programmes than others, but the advice is still the same. Your first few weeks are all about starting off well and laying the right foundations so that you can fulfil the role you have been recruited to do and feel part of the AA community. So your job in these few weeks is to focus on all the practical things you will need to know.

SUPPORTING YOU TO DO WELL
Every year your manager will look at your performance, and discuss ways for you to improve and develop. We do this, so that you can really fulfil your potential, and look at ways to move to the top of your game.

Building expertise in what you do - where it's needed you'll get regular training to make sure that you're kept up to date and have the skills you need to be the best at your job. Learning resources are provided at each of our locations, and may include books, computer-based training packages and videos.

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