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- Tasks: Support customers with Road Risk Management and ensure exceptional service delivery.
- Company: Join The AA, a leading provider of breakdown services and customer care.
- Benefits: Enjoy 25 days leave, free breakdown membership, and discounts on various products.
- Why this job: Be part of a diverse team that values your input and fosters career growth.
- Qualifications: Strong communication skills and a passion for excellent customer service are essential.
- Other info: Flexible working with 3 days onsite; we celebrate diversity and inclusivity.
The predicted salary is between 28800 - 43200 £ per year.
Company description
Senior Customer Care Advisor
Basingstoke – Dynamic 3 days per week onsite
Full time, permanent contract – 36.25 hours per week
The Senior Customer Care Advisor is responsible for providing day-to-day operational support to our Strategic Global Commercial customers. Delivering best-in-class customer service is paramount—both to retain existing clients and to support the implementation of new ones. This will be achieved through consistent, effective communication and a solution-focused approach. The role is cross-functional, working closely with both customers and internal teams to ensure seamless daily operations and exceptional service delivery.
What will I be doing?
As a Senior Customer Care Advisor, your main responsibilities will include:
- Assisting our customers that require support with our Road Risk Management portals to increase self-sufficiency
- Providing support to the Strategic Account Managers within account review meetings
- Supporting with Invoice reconciliation, PO and credit management
- Producing tailored reports to support customer compliance insights, aligned with each client’s specific deliverables and requirements.
- Serving as the main point of contact, responding to inquiries promptly & professionally. Providing full operational support where required
- Escalating complex issues to the relevant departments/stakeholders and follow through to resolution
- Serving as a platform SME
- Gathering customer feedback by choosing the correct call/email outcome from our case management system
What do I need?
- Excellent communication skills both written and verbal
- Passionate and empathetic to deliver excellent Customer Service
- Put yourself in your customer shoes and advocate for them
- Excellent problem solving
- Excellent attention to detail
- Ability to Multi-task under pressure
- Proficient in Microsoft office (outlook, excel, word)
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:
- 25 days annual leave plus bank holidays + holiday buying scheme
- 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
Plus, so much more!
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.
Senior Customer Care Advisor - Basingstoke employer: The Automobile Association
Contact Detail:
The Automobile Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Care Advisor - Basingstoke
✨Tip Number 1
Familiarise yourself with the Road Risk Management portals mentioned in the job description. Understanding how these systems work will not only help you during the interview but also demonstrate your proactive approach and genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills by practising real-life scenarios that may arise in customer service. Think about how you would handle complex issues and be ready to share examples during your discussions with us.
✨Tip Number 3
Showcase your communication skills by preparing to discuss how you’ve effectively interacted with customers in the past. Be ready to provide specific examples of how you’ve advocated for customers and resolved their issues.
✨Tip Number 4
Research our company culture and values, especially around diversity and inclusion. Being able to articulate how you align with these values can set you apart and show us that you’re a great fit for our team.
We think you need these skills to ace Senior Customer Care Advisor - Basingstoke
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Senior Customer Care Advisor role. Emphasise your communication skills, problem-solving abilities, and any experience in customer service or account management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the company's values. Mention specific examples of how you've successfully handled customer inquiries or resolved issues in the past.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office and any other tools relevant to the role. Discuss your ability to multi-task under pressure and provide examples of how you've demonstrated attention to detail in previous positions.
Showcase Your Empathy: Since the role requires a customer-centric approach, include examples that demonstrate your empathy and ability to advocate for customers. This could be through anecdotes of how you’ve put yourself in a customer's shoes to resolve their issues effectively.
How to prepare for a job interview at The Automobile Association
✨Showcase Your Communication Skills
As a Senior Customer Care Advisor, excellent communication is key. Be prepared to demonstrate your verbal and written skills during the interview. Consider sharing examples of how you've effectively communicated with customers or resolved issues in the past.
✨Emphasise Problem-Solving Abilities
This role requires strong problem-solving skills. Think of specific instances where you've successfully tackled customer issues or improved processes. Highlight your approach to finding solutions and how it benefited the customer.
✨Demonstrate Empathy and Customer Focus
The company values empathy in customer service. During the interview, express your understanding of customer needs and how you advocate for them. Share stories that illustrate your passion for delivering exceptional service.
✨Prepare for Technical Questions
Since the role involves using Microsoft Office and managing customer portals, be ready to discuss your proficiency with these tools. You might be asked about your experience with data management or reporting, so brush up on relevant skills and examples.
