Household Customer Advisor

Automobile Association; Tunbridge Wells; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive service organization in Tunbridge Wells is looking for a Customer Service Representative to join their First Notification of Loss (FNOL) team. This role requires problem-solving skills and the ability to handle distressed customers while maintaining excellent service. You will work in a supportive team environment and contribute to enhancing customer experiences. The position offers competitive benefits, including a salary of £24,500 plus an annual bonus and a hybrid work model, combining office and remote work.

Benefits

25 days annual leave plus bank holidays

Worksave pension scheme with employer contributions

Free AA breakdown membership

Discounts on AA products

Employee assistance programme

Diverse learning opportunities

Technology and Appliance Vouchers after 6 months

Recognition for hitting tenure milestones after 12 months

Responsibilities

• Handle inbound calls from customers and third parties.
• Gather information and assess the best course of action.
• Maintain knowledge of products and services to solve queries.
• Provide top-class customer service.
• Support Claims Team workflow when needed.

Skills

Problem solving

Curiosity and inquisitiveness

Proactivity

Resilience

Job description

Location:Tunbridge Wells- hybrid 40% office work 60% work from home

Salary:£24,500 plus up to 10% annual bonus

Contract:Full time – permanent

Hours:37.5 hours over 5 days a week, Monday to Sunday shifts between 08:00 – 18:00

This is the job

Do you get a kick out of solving problems?

Are you energized by speaking to customers?

Well then, we just might make your day!

You’ll become an expert in our products and someone our customers can really rely upon when they need us most. You will be joining a dynamic and supportive, highly motivated First Notification of Loss (FNOL) with a focus on providing an outstanding customer experience during what can be a difficult time for the customer.

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 Authorised Persons and needing to make a claim. Day to day you’ll be:
• Using detailed processes 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.
• 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!
• Supporting the Claims Team by assisting with their day-to-day workflow when needed.
• Ensuring any complaints or feedback are accurately recorded and managed in accordance with our complaints process

What do I need?

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

"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:

• 25 days annual leave plus bank holidays
• 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 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 additional benefits to reward longer service!

After 6 months:

• Technology and Appliance Vouchers
• Cycle to Work scheme>
• Home Health Testing for you and your household

After 12 months and beyond:

• Car Salary Sacrifice Scheme
• Recognition for hitting tenure milestones

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.