Customer Service Advisor

Job Description

Company description Role: Customer Service AdvisorLocation: National Remote, Reporting to the Cardiff OfficeSalary: Starting salary of £17,513 increasing to £18,028 after achieving competency plus flexibility allowanceShifts: Monday - Friday 9am-5pm, no weekendsFull Time Fixed Term Contract - 6 monthsWe are incredibly proud to be the UKs number one motoring organisation and work hard to ensure all our customers have a great experience. Our ability to continuously deliver high class customer service means hundreds of thousands of customers elect to staywith us year on year.Do you get a buzz from helping customers and solving problems in a fast paced, fun and challenging environment If so, then the Customer Service Advisor role could be for you. This is the job As a whole, our Customer Service Department deals with both Driving School Pupils and Instructors. We play a pivotal role in helping to get people from all backgrounds, out on the open road and in helping our Driving Instructors build successful and longlasting businesses.Were excited to announce that we have an opportunity witin our Customer Service Team where you will be on hand to liase with new and existing Customers, for both The AA and BSM.Customers will seek our support via an inbound telephone line as well as through our Live Chat, Emails or our App, whenever they need our help. Were all about going above and beyond and so as part of our team you will take ownership of queries from eachof these platforms and see them through to resolution.If you love all things customer service, have a passion for putting things right for your customers, and generally providing exceptional service, we want to hear from you! What will I be doing

1. Talk things through with our customers, answering their questions over the phone when they need to call us.
2. Service and Resolve inbound Pupil queries via Live Chat (Existing and Prospective Pupils)
3. Take ownership of any questions and issues via email and in-app messages
4. Undertake any and all appropriate administration tasks to complete, record and put things right for our customers.
5. Work with other Customer Success Department Teams to take ownership and completely resolve the customer query.

Ensure Treating Customers Fairly (TCF) is embedded in the culture of the AA to deliver the six customer outcomes of right culture, right information, right delivery, right targeting, right advice, and right post sales treatment. What do I need Capability, Knowledge and Experience:

• Experience of delivering exceptional customer service.
• Experience working in a B2B service role / environment.
• Experience working in a digital service based role.

Personal Characteristics:

• Customer obsessed and determined to deliver world class service.
• Ability to own a customer problem trough to final resolution.
• Digitally confident with/experience of online customer service platforms (Live Chat)
• Fast typing, excellent written and spoken English.
• Exceptional grammar and spelling
• A trusted and respected colleague
• Calm and engaging personality
• Excellent attention to detail
• Comfortable working in a very fast-paced environment

Additional Information Whats in it for me

• 31 days holiday per year rising to 33 days after 5 years.
• 1% salary uplift in December 2021 as part of a 2 year pay deal.
• Worksave pensions scheme which includes death in service benefit.
• Half price AA breakdown membership in your first year and free after 12 months. Along with a 50% introductory discount off breakdown cover for 12 months for up to 5 friends/family.
• Access a number of products and services including healthcare, car salary sacrifice, Cycle to work Scheme as well discounts at hundreds of high street retailers, days out, holidays and many more.

Good conduct matters at the AA. Its very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the deliveryof good outcomes for our customers.We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.