At a Glance
- Tasks: Support customers through their breakdown journey in a fast-paced contact centre.
- Company: Join The AA, a diverse and inclusive company that values every employee.
- Benefits: Earn £26,750 plus bonuses, enjoy 23 days leave, and access great discounts.
- Other info: Dynamic work environment with opportunities for career growth and development.
- Why this job: Make a real difference by helping customers in need while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 28000 - 30044 £ per year.
Location: Oldbury (Office Based)
Salary: £26,750 plus bonus potential up to £2k p/y post probation
Contract: Full time – permanent
Hours: 40 hours per week.
Shift Pattern: Rotating shift pattern covering 365 days of the year shifts between 7am-9pm.
Start Date: 20th July 2026 (Please note - if you do have holiday within the first 5 weeks of the start date, your application may not be progressed)
Interviews: 22nd June - 2nd July 2026
You’ll be working in a fast paced, friendly environment where you’ll be taking and making around 100 calls a day, ranging from updating customers throughout their breakdown journey, to managing patrols efficiently, to ensuring the welfare of our patrols on shift.
As you can understand, some calls you answer could involve complexities or vulnerable, distressed or dissatisfied customers, so our in-depth 3 week training period will ensure you’re confident to provide the best solution to every customer, every time.
What will I be doing?
- Supporting our customers in a high-volume contact centre via telephone through their breakdown journey. You’ll be actively listening and providing guidance with your warm and reassuring tone.
- Showing our customers that they’re valued by understanding their situation, keeping the conversation constructive.
- Working with internal and external colleagues, as well as third-party suppliers to deliver an excellent service to our customers.
- Using problem-solving and great communication skills to offer the best customer service to our breakdown customers.
- Maintaining composure whilst reassuring customers, providing safety advice and promptly sending support.
- Retaining high volumes of call information whilst updating multiple IT systems accurately and swiftly.
We’re looking for someone to become:
- A guardian: you’ll be supportive with the ability to remain warm and kind, even in the face of conflict.
- A champion: you’ll make our customers feel respected and valued.
- A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently.
- A self-starter: you’ll be proactive taking pride and ownership in your work while working towards targets.
- A composed operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively.
- A multitasker: you’ll be able to retain and sort incoming information accurately and swiftly.
Additional information
What's in it for me?
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:
- 23 days annual leave plus bank holidays
- Opportunity to earn up to £2000 in incentives in your first year
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- 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
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
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.
Customer Service Advisor – Control Tower in Oldbury employer: Automobile Association
The AA is an exceptional employer located in Oldbury, offering a vibrant and supportive work environment for Customer Service Advisors. With a strong focus on employee well-being, we provide comprehensive benefits including generous annual leave, performance incentives, and diverse learning opportunities to foster career growth. Our inclusive culture values diversity and empowers employees to thrive, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor – Control Tower in Oldbury
✨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 Customer Service Advisor – Control Tower in Oldbury
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.
