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- Tasks: Support customers during breakdowns, providing guidance and reassurance over the phone.
- Company: Join The AA, a leading roadside assistance provider with a friendly culture.
- Benefits: Enjoy 23 days annual leave, free breakdown membership, and discounts on various products.
- Other info: Diverse learning opportunities and a supportive environment for career growth.
- Why this job: Make a real difference by helping people in need while developing your skills.
- Qualifications: Strong communication skills and the ability to stay calm under pressure.
The predicted salary is between 25700 - 27700 £ per year.
Join to apply for the Customer Service Advisor - Emergency Breakdown role at The AA.
Location: Oldbury
Salary: £25,700 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: Various across February, March & April. (Please list on your application if you have any annual leave requirements that could prevent a start date)
Interview Dates: Various from 12th January 2026
We’re recruiting for Emergency Breakdown 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 4 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, providing guidance with your warm and reassuring tone.
- Showing our customers they’re valued by understanding their situation and keeping the conversation constructive.
- Using detailed scripts to gather information from the call and applying 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 Who
- Is supportive with the ability to remain warm and kind, even in the face of conflict.
- Can make our customers feel respected and valued.
- Can understand incoming information and make logical decisions quickly and efficiently.
- Will be proactive, taking pride and ownership in your work while working towards targets.
- Can cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively.
- Is able to retain and sort incoming information accurately and swiftly.
Benefits
- 23 days annual leave plus bank holidays.
- 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. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
Recruitment Process
- Your application: You will receive a series of games to help us get to know you.
- Your interview: If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60 minutes. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.
- 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: Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.
Customer Service Advisor - Emergency Breakdown - Core Shift in Oldbury employer: The AA
Contact Detail:
The AA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Emergency Breakdown - Core Shift in Oldbury
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on The AA. Understand their values and what they stand for, especially their commitment to customer service. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice active listening! In a role like Customer Service Advisor, it’s crucial to listen carefully to what customers are saying. During your interview, demonstrate this skill by summarising questions or comments before answering. It shows you’re engaged and ready to support customers effectively.
✨Tip Number 3
Be prepared for role-play scenarios! Since the interview includes a role play, think about how you would handle different customer situations. Practise staying calm and collected, even when faced with challenging calls. This will showcase your ability to manage pressure and provide excellent service.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets seen by the right people. Plus, you’ll have access to all the latest job openings and updates!
We think you need these skills to ace Customer Service Advisor - Emergency Breakdown - Core Shift in Oldbury
Some tips for your application 🫡
Be Yourself: When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to show us what makes you unique and how you can bring value to our team.
Tailor Your Application: Make sure to tailor your application to the Customer Service Advisor role. Highlight your experience in handling calls, especially in high-pressure situations, and how you’ve supported customers in the past. This will help us see how you fit into our team!
Show Your Passion: We love seeing candidates who are genuinely passionate about helping others. In your application, share any relevant experiences that demonstrate your commitment to customer service and how you’ve gone above and beyond for customers.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at The AA
✨Know the Role Inside Out
Before your interview, make sure you understand what a Customer Service Advisor does, especially in an emergency breakdown context. Familiarise yourself with the key responsibilities and think about how your skills align with them. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Active Listening
Since you'll be dealing with distressed customers, it's crucial to demonstrate your active listening skills during the interview. Practice summarising what you've heard and responding thoughtfully. This will not only impress your interviewers but also prepare you for the real-life scenarios you'll face on the job.
✨Showcase Your Problem-Solving Skills
Be ready to discuss examples of how you've handled challenging situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Highlight your ability to remain calm under pressure and how you can think logically to find solutions, which is essential for this role.
✨Prepare for Role Play Scenarios
Since the interview includes a role play, practice common customer service scenarios you might encounter. Think about how you'd reassure a distressed customer or provide safety advice. This will help you feel more comfortable during the role play and demonstrate your readiness for the job.