At a Glance
- Tasks: Manage incidents and provide top-notch customer service during road traffic collisions.
- Company: Join one of the UK's most trusted organisations, The AA.
- Benefits: Enjoy competitive pay, flexible hours, and great perks like free breakdown cover.
- Other info: Work remotely or hybrid, with excellent work-life balance and growth opportunities.
- Why this job: Kickstart your career in a supportive environment with real impact on customers' lives.
- Qualifications: Contact centre experience and strong communication skills are essential.
The predicted salary is between 24060 - 24060 £ per year.
Location: Remote (onsite or hybrid working available at any AA office location)
Salary: £24,060 plus performance related pay and annual bonus scheme
Contract: Permanent/Full-time
Working Hours: Monday-Friday with shifts between 8am-6pm, with the requirement to work one Saturday per month between 9am-1pm (a day off during the week will be given to compensate working on a Saturday)
Do you have contact centre experience? Would you like to start a career within one of the UK's most trusted organisations? We have the opportunity to kick start your journey! Joining us in Accident Management as an Incident Coordinator, you will be speaking with our AA Business to Business customers who have been involved in a road traffic collision, offering great customer service at a time when they need us the most! You will be taking first notification of accidents and insurance related incidents, as well as managing the repair process until the car is delivered back to the customer post repair.
What will I be doing?
- Managing the end-to-end process to minimise timings and cost, working within defined Service Level Agreements
- Maintaining customer engagement, keeping them informed at every step of their journey
- Protecting the customer by ensuring they receive the most appropriate and cost effective solutions for both their repairs and their vehicle replacement options
- Utilising our customer databases, ensuring accuracy and real-time updates are logged to ensure that all information is current and relevant
- Liaising and building strong relationships with customers and both internal & external stakeholders
- Within the job role, there will be a combination of inbound calls, outbound calls, emails & task completion on a daily basis
What do I need?
Given the nature of the role and the interactions with our customers, you will need to have experience dealing with customers in a telephone based role, with motor insurance or claims knowledge an advantage. A strong attention to detail is a must in order to ensure that, not only are the details correct on our systems, but also that the customer receives the correct solution and there are no delays to the processing of any incidents. Professional communication is key in this role as you will be in contact with various suppliers at all levels, both verbally & in writing.
Why Choose The AA?
- Better work life balance. Family friendly shift pattern with plenty of notice if we need to change your hours
- Access to a 24/7 GP Chat line for when speaking to a doctor just can’t wait
- Free AA breakdown cover for all employees + the ability to add up to 3 people living at the same address (including children)
- Discounts on multiple online and high street shops, experiences and food
- Physio, Dental and eye test benefits
- Mental health assistance
- Plus additional benefits to reward longer service!
- After 6 months: Technology and Appliance Vouchers, Cycle to Work scheme
*Please note: This position may be closed early in the event of a high volume of applications
Incident Coordinator employer: Automobile Association
The AA is an exceptional employer, offering a supportive work culture that prioritises work-life balance and employee well-being. With flexible working options, comprehensive benefits including free breakdown cover, and opportunities for professional growth, employees are empowered to thrive in their roles while making a meaningful impact in the lives of customers during challenging times.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Coordinator
✨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 Incident Coordinator
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.
