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- Tasks: Support customers during breakdowns by providing guidance and reassurance over the phone.
- Company: Join The AA, a leading name in the automotive industry, dedicated to helping people in need.
- Benefits: Enjoy a competitive salary, 23 days annual leave, and discounts on healthcare and shopping.
- Why this job: Gain valuable experience while making a real difference in people's lives during emergencies.
- Qualifications: Must have Grade 4/C in English & Maths or Level 2 Functional Skills by apprenticeship end.
- Other info: Full training provided; must commit to the first 6 weeks without holidays for training.
The predicted salary is between 13600 - 14500 £ per year.
Social network you want to login/join with:
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Client:
The AA
Location:
Oldbury, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
59cb0db89959
Job Views:
21
Posted:
12.08.2025
Expiry Date:
26.09.2025
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Job Description:
This is the job
Job Title: Apprentice Customer Service Advisor – Emergency Breakdown
Location: Oldbury – Office Based
Salary: £16,211 (increasing after 6 months to £18,526)
Contract: Full time (36.25 hours), FTC until end of apprenticeship.
Working Hours: Monday to Friday, shifts between 9am-8pm
Start Date: 30th September 2024
Are you looking to excel in your learning and work for the biggest name in the automotive industry?
We’re recruiting for Emergency Breakdown Apprentice Customer Service Advisors to support our roadside heroes in rescuing the public during times they need us most.
You’ll be working in a fast paced, friendly environment where you’ll be taking around 100 calls a day, ranging from updates and changes to policies to arranging a patrol to rescue a family from the M4!
As you can understand, some calls you answer could involve complexities or vulnerable and distressed customers, so our in-depth training period will ensure you’re confident to provide the best solution to every customer, every time.
As an apprentice at The AA, you’ll be fully supported to achieve a Level 2 qualification as a Customer Service Practitioner within just 12 months.
If you’re good at what you do, you can work anywhere! If you’re the best at what you do, you work at The AA!
#LI-THEAA
What will I be doing?
- Supporting our customers through their breakdown journey by actively listening; you’ll provide guidance with your warm and reassuring tone
- Showing our customers they’re valued by understanding their situation, keeping the conversation constructive
- Using detailed scripts to gather information from the call and apply logic to assess the best course of action
- Pushing for better by using resources available to offer the best customer service
- 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
Please note – you must have either a Grade 4/C or above in English & Maths or have completed Level 2 Functional Skills by the end of your apprenticeship to achieve your qualification. If you do not have a Grade 4/C in English & Maths or Level 2 in Functional Skills at the beginning of your employment, you can study this alongside your apprenticeship, funded by The AA.
Additional Information
Here\’s what we offer you:
- Competitive apprentice salary of £16,211 increasing to £18,526 after 6 months
- The opportunity to join and learn within a team that’s as driven as they are supportive
- 23 days annual leave
- Free breakdown membership+ 50% off for your friends and 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!
The Recruitment Process
As part of the apprenticeship qualification you will complete your learning plan within the allotted time frame. This may include taking exams, submitting workbooks, and providing evidence of your development, within your working hours. You will be working closely with your apprenticeship learning provider and developing positive relationships with a wide range of colleagues while developing your knowledge and capabilities to undertake the job.
Shortly after applying for the role, you’ll be sent a series of games that will identify your natural strengths and preferences and will determine your suitability for the role. In return, we’ll automatically provide you with some valuable feedback.
If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend an assessment day between 7th-13th August 2024 , where you’ll be introduced to our Oldbury office and meet with some of the team. During this time, you will have a short interview with our friendly interviewers.
Onboarding
Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.
Training and going live on the phones!
From the first day of your journey at the AA, we’re here to support you at every step. Our expert trainers will guide you through your first few weeks of your induction where you should expect to learn lots about how you’ll support our customers in a fun, collaborative and engaging learning environment. You\’ll then progress onto the Academy where you\’ll be supported by your Line Manager and colleagues until you become an expert in our behaviours, products, and systems.
Please note – for the first 6 weeks of employment, no holiday must be taken or appointments made to ensure full dedication to the training programme.
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Apprentice Customer Service Advisor employer: The AA
Contact Detail:
The AA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Apprentice Customer Service Advisor
✨Tip Number 1
Familiarise yourself with The AA's services and values. Understanding their mission to provide excellent customer service will help you align your responses during the assessment day and show that you're genuinely interested in the role.
✨Tip Number 2
Practice active listening skills. Since you'll be handling calls from distressed customers, being able to demonstrate your ability to listen and respond empathetically will set you apart during the interview process.
✨Tip Number 3
Prepare for the games that assess your strengths. These are designed to gauge your suitability for the role, so approach them with a positive mindset and be honest about your abilities.
✨Tip Number 4
Showcase your problem-solving skills. Think of examples from your past experiences where you've successfully resolved issues or helped others, as this will highlight your capability to handle the challenges of the role.
We think you need these skills to ace Apprentice Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of an Apprentice Customer Service Advisor. Emphasise any previous customer service roles or experiences where you've demonstrated problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific reasons why you want to work for The AA and how you can contribute to their mission of providing excellent customer service.
Highlight Key Skills: In your application, focus on key skills mentioned in the job description, such as being a good listener, maintaining composure under pressure, and being a proactive problem solver. Use examples from your past experiences to illustrate these skills.
Prepare for the Assessment: Since the recruitment process includes games to assess your strengths, practice similar online assessments if available. This will help you feel more comfortable and confident when completing the tasks during the application process.
How to prepare for a job interview at The AA
✨Show Your Customer Service Skills
During the interview, be prepared to discuss your previous experiences in customer service. Highlight any situations where you successfully resolved issues or helped customers feel valued, as this role requires a warm and reassuring approach.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Use examples from past experiences where you had to think on your feet and make quick decisions, especially in challenging situations.
✨Practice Active Listening
Since the role involves taking numerous calls, showcase your active listening skills during the interview. Make sure to listen carefully to the interviewers' questions and respond thoughtfully, demonstrating that you can understand and address concerns effectively.
✨Prepare for Role-Play Scenarios
Be ready for potential role-play scenarios where you might have to handle a difficult customer call. Practising these scenarios beforehand can help you feel more confident and show your ability to maintain composure under pressure.
