Customer Advisor

Automobile Association; Tunbridge Wells; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

A leading automotive services provider is seeking a Customer Service Advisor for its FNOL department. This hybrid position involves handling inbound calls concerning motor incidents, showcasing problem-solving skills and empathy for upset customers. The ideal candidate will thrive in a fast-paced environment, maintaining composure under pressure and delivering exceptional service. Benefits include 25 days of annual leave, free breakdown membership, and various employee discounts. This role is based in Tunbridge Wells, England.

Benefits

25 days annual leave

Free breakdown membership

Employee discount scheme

Discounts on AA products

Access to inclusivity networks

Employee Assistance Programme

Worksave pension scheme with employer contribution

Qualifications

• Ability to handle complex customer interactions with patience and empathy.
• Strong problem-solving skills and logical decision-making.
• Ability to maintain composure under pressure.

Responsibilities

• Handle inbound calls related to motor incidents and claims.
• Gather information using detailed scripts to assess actions.
• Maintain product knowledge and offer exceptional customer service.

Job description

Role:Customer Service AdvisorFNOL Motor
Location:Hybrid working from our Tunbridge Wells office
Salary: £23,885 plus up to 10% annual bonus
Hours:An average of 37.5 hours p/w, shifts between Monday to Sunday between 8am & 8pm

You’ll become an expert in our products and someone our customers can really rely upon when they need us most. No matter what the call, your dedication to the customer will ensure they have the right product/cover, every time. You'll be working in a fast-paced environment whilst making every customer feel like the first call of the day. As our front-line force you'll be part of a team who set the tone for what our customers can expect from the AA. Some of the calls you deal with could be more complex or involve upset or distressed customers, that’s why we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations.

What will I be doing?

You’ll be working in our First Notification of Loss (FNOL) department taking inbound calls from customers, third parties or AA Breakdown members reporting a motoring incident and needing to make a claim. Day to day you’ll be:

• 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.
• You'll be working in a fast-paced environment, within a team that back each other and who set the tone for what our customers can expect from our iconic brand.
• 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

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 schemethat gives you access to great discounts on healthcare, shopping, holidays and more
• Discounts on AA productsincluding car and home insurance
• Access to employee inclusivity awareness networks
• DedicatedEmployee Assistance Programmeto support with mental health
• Worksavepensionscheme with up to7% employer contribution