Customer Service Advisor

Company description
Job Title:
Mobility Customer Service Advisor – VWG
Location:
On-site Oldbury
Salary:
£25,700
Shifts:
40 Hours per week – Monday-Sunday 7am-9pm
Closing Date:
Sunday 8
th
February ****
Interview Dates:
Monday 9
th
February – Friday 13
th
February
Start Date:
2
nd
March **** (Please note if you require annual leave of holiday within your first 4 weeks of employment, you may be rejected. Commitment to our training is crucial)
Do you want to be part of a brand new and exciting team here at The AA?
We\’re recruiting for Mobility Customer Service Advisors to join our brand new \’One Mobility Team here at The AA.
As a Mobility Agent within Volkswagen Group, you will play a critical role in facilitating seamless onward mobility for customers following a vehicle breakdown.
The role requires utilising various systems to book a hire vehicle for VWG group customers.
Your primary responsibility will be to ensure that customer expectations are consistently met through efficient and proactive communication.
This role demands a commitment to delivering exceptional service and maintaining operational efficiency under dynamic conditions.
Your ability to make informed decisions and manage multiple priorities will be critical to your success in this position.
What will I be doing?
Coordinate and arrange alternative transportation solutions to maintain customer mobility while their vehicle undergoes repairs.
Oversee and maintain a detailed organised log of hire bookings required to ensure efficient allocation and prompt identification of available resources to meet customer requirements.
Assess tasks based on urgency and impact to effectively prioritise actions that enhance the customer journey ensure time service delivery.
Engage in effective and timely communication with customers to keep them informed and manage their expectations throughout the process.
Exercise sound judgment and innovative problem-solving skills to address and resolve mobility challenges on a daily basis.
This includes negotiating with suppliers and considering alternative arrangements, always thinking about the customer and department KPIs.
Maintain consistent, clear and professional communication with all stake holders to ensure alignment and transparency throughout the mobility process.
Ensure a smooth transition for customers into hire vehicles, prioritizing a seamless and hassle-free experience.
Strive to enhance the overall customer journey by delivering high-quality service and support.
What do I need?
Able to work both on a team and individually
Excellent communication and interpersonal skills, with the ability to engage confidently with stakeholders at all levels.
Strong organisational skills and attention to detail, with the ability to manage multiple priorities effectively.
Proven problem-solving capabilities and a proactive approach to issue resolution.
Flexible and resilient, able to adapt to changing demands and work under pressure.
The ability to effectively manage and resolve conflicts in a constructive and professional manner.
Good judgment and the ability to make informed decisions that support the business objectives.
Additional information
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