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- Tasks: Manage accident reports and provide top-notch customer service during stressful times.
- Company: Join one of the UK's most trusted organisations with a supportive culture.
- Benefits: Competitive salary, flexible working hours, health perks, and discounts.
- Why this job: Kickstart your career while making a real difference for customers in need.
- Qualifications: Customer service experience, attention to detail, and strong communication skills.
- Other info: Enjoy a family-friendly work-life balance and great career growth opportunities.
The predicted salary is between 23100 - 23100 £ per year.
Location: Remote (onsite or hybrid working available at any AA office location)
Salary: £23,100
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.
- Great employee pension schemes.
- 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.
- Gym Membership.
*Please note: This position may be closed early in the event of a high volume of applications.
Incident Coordinator employer: The Automobile Association
Contact Detail:
The Automobile Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Coordinator
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the industry. A personal recommendation can go a long way in landing that interview.
✨Tip Number 2
Practice your pitch! Prepare a short introduction about yourself and your experience, especially focusing on your customer service skills. This will help you feel confident when you get that chance to impress.
✨Tip Number 3
Stay active on job boards and our website! Regularly check for new openings and apply as soon as you see something that fits. The sooner you apply, the better your chances of standing out.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you fresh in the interviewer's mind and show your enthusiasm for the role. It’s a small gesture that can make a big difference.
We think you need these skills to ace Incident Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Incident Coordinator role. Highlight any contact centre experience and customer service skills that match what we're looking for. We want to see how your background fits with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about joining us at the AA and how your skills can help in managing incidents effectively. Keep it professional but let your personality show through!
Showcase Attention to Detail: Since attention to detail is crucial for this role, make sure your application is free from typos and errors. Double-check everything before you hit send. We appreciate candidates who take pride in their work!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at The Automobile Association
✨Know Your Stuff
Make sure you brush up on your knowledge of motor insurance and claims. Familiarise yourself with common terms and processes, as this will help you answer questions confidently and show that you're serious about the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Think about how you handled difficult situations and kept customers informed, as this is crucial for the Incident Coordinator role.
✨Practice Professional Communication
Since you'll be liaising with various stakeholders, practice your verbal and written communication skills. You might want to do a mock interview with a friend or family member to get comfortable articulating your thoughts clearly.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific incidents. Think through potential situations you might face in the role and how you would manage them effectively while keeping the customer engaged.
