At a Glance
- Tasks: Manage customer complaints and suggest improvements for a better service experience.
- Company: Join the AA, a leading organisation dedicated to keeping Britain moving.
- Benefits: Enjoy 25 days annual leave, discounts, and a supportive team environment.
- Other info: Be part of an inclusive culture that values diversity and personal growth.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Strong communication skills and previous administrative experience preferred.
The predicted salary is between 22500 - 25000 £ per year.
Location: Cheadle (Hybrid)
Salary: Up to £25k
Contract: Full time, 36.25 hours, Permanent
Hours: Monday-Friday, 9am-4:45pm
Our Customer Solution Administrators are an integral part of the AA’s evolution utilising data and innovation to ensure we provide a first-class level of service to our customers.
You will be responsible for the creation of complaints, overall administration of the workflow of complaints and suggesting business improvements to improve the customer journey, while adhering to regulatory guidelines and timescales. As some emails you deal with could be more complex or involve distressed customers, 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?
- Create complaints received directly from customers, partners, or internal business areas, ensuring all complaints are accurately recorded in line with FCA DISP rules.
- Liaise with internal and external stakeholders to ensure complaints are captured accurately and progressed within required timescales.
- Manage your own workload effectively, maintaining compliance with regulatory deadlines.
- Act as a subject matter expert for customer dissatisfaction, providing guidance, support, and sharing best practice with operational teams.
- Triage complaints submitted by other business areas, ensuring information is accurate, complete, and ready for investigation.
- Process DSAR and GDPR requests, supporting the timely delivery of information to customers.
What do I need?
- Strong written and verbal communication skills.
- Excellent attention to detail, with the ability to accurately review and process information.
- Strong organisational skills, with the ability to prioritise and manage a varied workload.
- Ability to make sound decisions and solve problems using the information available.
- A proactive approach, taking ownership of your work and working independently when required.
- Resilient and able to remain calm, empathetic and professional when dealing with sensitive or challenging customer situations.
- Comfortable working collaboratively with colleagues and stakeholders to achieve the best outcomes for customers.
- Ability to manage multiple tasks while maintaining a high level of accuracy and quality.
- Previous administrative experience, ideally within a complaints or customer service environment.
- Experience working within a regulated environment, or an understanding of FCA DISP rules or similar regulatory requirements.
- Knowledge of GDPR and Data Subject Access Requests (DSARs).
Additional information
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 for you and the family.
- Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more.
- Discounts on AA products including car and home insurance.
- Access to employee inclusivity awareness networks.
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
- Worksave pension scheme with up to 7% employer contribution.
- 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.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.
Complaints Administrator employer: Automobile Association
The Automobile Association in Southampton is an exceptional employer, offering a unique opportunity for Mobile Mechanics to work independently while receiving comprehensive training and support. With a strong focus on employee growth and inclusivity, the company provides guaranteed earnings and an attractive benefits package, making it a rewarding place to build your career in the automotive industry.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Automobile Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Automobile Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Automobile Association:Your cover letter is your chance to shine! Tell us why you want to work at Automobile Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Automobile Association!
How to prepare for a job interview at Automobile Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
