At a Glance
- Tasks: Support customers during breakdowns, providing guidance and reassurance over the phone.
- Company: Join The AA, a leading name in the automotive industry.
- Benefits: Competitive salary, annual leave, discounts, and career development opportunities.
- Other info: Inclusive workplace with diverse communities and a supportive culture.
- Why this job: Make a real difference by helping people in their time of need.
- Qualifications: Strong communication skills and ability to handle pressure.
The predicted salary is between 25000 - 28000 £ per year.
Location: Oldbury
Salary: 26,750 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: 27th July 2026
Interview Dates: 22nd June 2026 - 3rd July 2026
Please note - if you have holiday or annual leave within the first 5 weeks of the start date, your application will not be automatically progressed to the next stage.
Are you looking to excel in your career and work for the biggest name in the automotive industry? We are 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, 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 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.
Additional information
What’s in it for me?
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 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.
- 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.
The Recruitment Process
Your application: We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll 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 mins. 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 - Forecasted Volume in Bridgnorth employer: What Jobs
The AA is an exceptional employer, offering a dynamic and supportive work environment in Oldbury where you can thrive as a Customer Service Advisor. With comprehensive training, diverse learning opportunities, and a strong emphasis on employee well-being, including generous leave and benefits like free breakdown membership, you'll feel valued and empowered to excel in your career while making a meaningful impact on customers' lives during their times of need.
