Customer Service Advisor

This is the job

Role: Customer Service Advisor

Location: Tunbridge Wells

Salary: £21,320 plus up to 10% annual bonus

Must be available for 6 weeks training Monday to Friday 9am to 5.30pm training will take place in our Tunbridge Wells office.

Hours: An average of 37.5 hours per week over 7 days, Monday to Sunday between 8:00am and 20:00pm

Do you get a kick out of solving problems?

Are you energized by speaking to customers?

Well then, we just might make your day!

Here at the AA, we’re driven to create confidence amongst drivers, and we’ll instil the confidence in you to provide customers with an expert and personal experience. You’ll be working in a fast-paced environment, taking around 30 calls per day. No two calls will be the same and could range from providing a customer with advice on how to make a claim, to resolving queries and handling a vehicle damage claim. As some calls you deal with could be more complex or involve distressed customers, we like to ensure that there is a strong focus on teamwork, with everyone there to back each other.

We are the engine that keeps Britain moving, apply now to unleash your potential!

What will I be doing?

• Using detailed scripts to gather information from the call and apply logic to assess the best course of action
• Proactively maintaining knowledge of products and services and learning new information to solve our customers unique queries.
• Pushing for better by using resources, tools and systems available to offer the best customer service
• Maintaining focus and composure during peak call times, ensuring each customer receives the same exceptional level of customer service.
• Striving to ensure that each and every customer receives a top-class customer experience that is expected from our iconic brand!

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 smooth operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively.

Additional Information

Here's what we offer you:

• The opportunity to join and learn within a team that’s as driven as they are supportive
• 25 days annual leave.
• 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

Plus, so much more!

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, rather than your past experience, so you don't need to submit a CV with your application. Instead, simply complete our application form and you'll be sent a series of games that will identify your natural strengths and preferences and will determine your suitability for the role. In return, we’ll automatically provide you with some valuable feedback.

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!

From the first day of your journey at the AA, we’re here to support you at every step. Our expert trainers will guide you through your first few weeks of your induction where you should expect to learn lots about how you’ll support our customers in a fun, collaborative and engaging learning environment. You'll then progress onto the Academy where you'll be supported by your Line Manager and colleagues until you become an expert in our behaviours, products, and systems.

Solution bringers. Day makers. Extra milers. We are the AA.

We keep everyone’s show on the road and are here 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.