Customer Service Advisor - Control Tower
Business Area
Reference
COI00125
Contract Type
Full Time
Location
Oldbury
Closing Date
16-05-2025
This is the job
Job Title: Control Tower - Customer Service Advisor
Location: Oldbury - Office based
Salary: £25,700 plus bonus potential up to £2k p/y post probation
Contract: Full time – permanent
Hours: 40 hours per week.
Shift Pattern: Rotating shift pattern covering 365 days of the year shifts between 7am-9pm.
Start Date: 9th June 2025 (Please note, if you're not available to start on this date, or have holiday within the first 5 weeks of employment, your application may be rejected)
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 who:
* Will be supportive with the ability to remain warm and kind, even in the face of conflict
* Will make our customers feel respected and valued
* Will understand incoming information and make logical decisions quickly and efficiently
* Willbe proactive taking pride and ownership in your work while working towards targets
* Willcope well in pressurised situations, maintaining resilience whilst managing setbacks effectively
* Will be able to retain and sort incoming information accurately and swiftly
Additional information
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:
* 23 days annual leave plus bank holidays
* Opportunity to earn up to £2000 in incentives in your first year
* 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 that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
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.
The recruitment process
Your application
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 3 weeksfollowed by a period in our Grad Bay to get you fully confident in your role before joining your team.
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