Job Description

Job Title:     Customer Service Advisor 

Location:     Oldbury

Salary:         £26,750

Contract:     Full time – Permanent - Office Based

Hours:         40 hours over 5 days a week, Monday to Saturday 8am-8pm

Be part of a growing AA service that brings vehicle support directly to customers at a location convenient to them.

Car Care is an exciting and fast-growing area of The AA, delivering service, maintenance and repair, as well as vehicle inspections, directly to our customers. As the service continues to grow and develop, this role will play an important part in keeping day-to-day delivery running smoothly and supporting a great customer experience.

Joining our dedicated indoor team, you’ll manage customer calls, email inboxes and web chat, create and manage appointments, order parts and keep customers updated throughout their journey.

You’ll thrive here if you communicate clearly, stay organised when priorities move quickly and take a proactive approach to solving problems in a fast-paced operational environment.

Qualifications

What will I be doing?

• Respond to customer calls and queries, providing clear and helpful support that contributes to a positive customer experience.
• Manage customer email inboxes effectively so queries and requests are handled in a timely and organised way.
• Create and manage customer appointments, helping keep the Mobile Mechanics service organised and running smoothly.
• Work closely with dispatchers to manage customer arrival expectations and keep customers informed.
• Use a proactive approach to resolve day-to-day operational issues and help maintain effective service delivery.
• Contribute to the continued growth and development of Mobile Mechanics by supporting a reliable experience for customers.

What do I need?

• Excellent verbal and written communication skills.
• Strong organisational skills, with the ability to manage calls, email inboxes and appointments effectively.
• A collaborative approach to working with dispatchers, Mobile Mechanics and colleagues across the service.
• The ability to work effectively in a fast-paced operational environment.
• A proactive approach to problem solving and changing priorities.
• A customer-focused approach to supporting a consistently high level of service.

We’re looking for someone to become:  

A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently ​ 

An explorer: you’ll need be curious and inquisitive; learning new information and applying it quickly​ 

A self-starter: you’ll be proactive taking pride and ownership in your work​ 

A composed operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setback

Additional Information

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 plus 8 bank holidays
• 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

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 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.