Posted: 15 June
The role
Company descriptionJob Title: Customer Service Advisor - Emergency Breakdown - Core ShiftLocation: OldburySalary: 26,750 plus bonus potential up to 2k p/y post probationContract: Full time permanentHours: 40 hours per week.Shift Pattern: Rotating shift pattern covering 365 days of the year shifts between 7am-9pm.Start Date: 27th July 2026Interview Dates: 22nd June 2026 - 3rd July 2026Please note - if you are have holiday or annual leave within the first 5 weeks of the start date, your application will not be automatically progressed to the next stage.Are you looking to excel in your career and work for the biggest name in the automotive industry?Were recruiting for Emergency Breakdown Customer Service Advisors to support our roadside heroes in rescuing the public during times they need us most.Youll be working in a fast paced, friendly environment where youll be taking around 100 calls a day, ranging from updates and changes to policys to arranging a patrol to rescue a family from the M4!As you can understand, some calls you answer could involve complexities or vulnerable and distressed customers, so our in-depth 4 week training period will ensure youre confident to provide the best solution to every customer, every time.If youre good at what you do, you can work anywhere! If youre 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. Youll be actively listening providing guidance with your warm and reassuring tone.Showing our customers, theyre valued by understanding their situation, keeping the conversation constructiveUsing detailed scripts to gather information from the call and apply logic to assess the best course of actionPushing for better by using resources available to offer the best customer serviceMaintaining composure whilst reassuring customers, providing safety advice and promptly sending supportRetaining high volumes of call information whilst updating multiple IT systems accurately and swiftlyWere looking for someone who: Is supportive with the ability to remain warm and kind, even in the face of conflictCan make our customers feel respected and valuedCan understand incoming information and make logical decisions quickly and efficientlyWill beproactive, taking pride and ownership in your work while working towards targetsCan cope well in pressurised situations, maintaining resilience whilst managing setbacks effectivelyIs able to retain and sort incoming information accurately and swiftlyAdditional informationWhat's in it for me?Were always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, youll have access to a range of benefits including:23 days annual leave plus bank holidaysWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your familyPlus, so much more!Were 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.The Recruitment ProcessYour applicationWe believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, youll receive a series of games to help us get to know you.Your interviewIf 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. Youll meet with our friendly interviewers for a competency-based interview that contains a role play.OnboardingOnce weve made you an offer and completed your pre-employment checks, youll receive your contract.Training and going live on the phones!Training will be conducted by our expert Academy team for up to 4 weeksfollowed by a period in our Grad Bay to get you fully confident in your role before joining your team.
