The AA

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    Customer Service Advisor

    Staffordshire | The AA

    Job Details
    Category: Administration
    Posted Yesterday
    Company description

    Customer Service Advisor

    Salary: £20,301 per year basic salary, OTE of £23,301

    Location: Newcastle upon Tyne. Ability to work from home, with some days in the office, available after all training completed.

    Contract: Full-time, permanent

    Hours: 36.25 hours per week, Monday to Saturday.

    Start date: 9th January 2023

    Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone's show on the road. There 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. As a Customer Service Advisor, you'll always go the extra mile for our members. In return, we'll go the extra mile for you, with excellent training, support and development opportunities.

    This is the job

    Our award-winning Newcastle office is our centre of excellence for Customer Operations, dealing with around 11,000 customers calls, webchats and emails each day. And we can't wait for you to be a part of it!

    You'll get life-friendly hours and hybrid working options (there are no Sunday or late evening shifts). Your shifts will be over 5 days per week with Monday - Friday shifts between 8am and 7:15pm and alternate Saturday shifts between 9am and 5:15pm.

    You'll be working in a fast-paced environment taking inbound calls from new and existing customers about our products and services. Once you have completed your training, you'll take a variety of calls, from general queries about an existing policy, to a new enquiry from someone looking to join, or a customer wanting to discuss their membership renewal. No matter what the call, you'll play a key part in delivering a first-class customer service experience for all of our customers.

    What will I be doing?
    • Dealing with inbound queries in a fast-paced customer focused business
    • Maintaining the accuracy of data kept on file
    • Identifying a need for and promoting additional products and services
    • Maintaining a professional image in every interaction
    • Working towards performance & quality KPIs in an FCA regulated environment
    • Contributing to your team, reporting into your team leader to help achieve the businesses commercial and customer service
    What do I need?

    Through our in house training program we will provide you with all the training and support you will need to get you up to speed. All you would need to be a success as a Customer Service Representative will be:

    • A passion for helping others and delivering a first class customer service
    • Ability to effectively communicate with people from all walks of life
    • Patience to ensure each customer has a full understanding of the information we discuss with them
    • Determination and resilience to see a job through to it's conclusion
    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:

    • Diverse learning and development opportunities to support you to progress in your career
    • 23 days annual leave, increasing to 25 days after 5 years' service, plus 8 bank holidays
    • Free AA breakdown membership after 12 months, 50% discount in your first year
    • 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
    • Worksave pension scheme with up to 7% employer contribution
    • Dedicated Employee Assistance Programme
    • Fantastic working hours, ideal for a comfortable work/life balance. As well as the office hours above, we are also closed Christmas Day, Boxing Day & New Years Day
    • Structured, in-depth training program over the course of your first 3-6 months to ensure you are 100% confident before graduating our training academy
    • Regular 1 to 1 meetings with your team leader to discuss not only your performance but to map out a route for any development opportunities
    • Internal career development opportunities into multiple different functions such as Operational Leadership, Training, Quality & Recruitment to name a few

    At the AA we understand diversity and value 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, you are empowered to be your best and feel like you truly belong.

    If this sounds like you, we'd love to hear from you. Click apply and start your application today!

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