Customer Service Advisor

Application ends: February 10, 2023
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Job Description

Newcastle upon Tyne, England

Company description

Job Title: Customer Service Advisor

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

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

Contract: Full-time, permanent

Shifts: 36.25 hours per week, Monday to Saturday

Start Date: 13th March 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 its 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

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.