9 months ago
Call Centre Customer Service Representative
Location: Oldbury Customer Service Centre
Salary: £18,360.00 - £19,550.00 which includes either an 8% or 15% flexibility allowance dependent on department. Salary is due to increase to £18,900.00 - £20,125.00 which includes a flexibility allowance after the first 6 months of employment after reaching an acceptable performance standard.
Shifts: Currently 6 Days On, 3 Days Off - This could be subject to change
* A combination of early starts and late finishes
* All applicants must be available to work shifts
* Weekdays, Weekends and Night Working
Contract: Permanent Full, Time Position
We are the AA. And we keep everyone’s show on the road. There for our customers wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organization, we offer a range of excellent products and services to millions of customers.
This is the job
Do you strive to learn new skills and enjoy all opportunities that come your way? Are you a determined individual who enjoys working towards goals? Do you find it easy to engage with other people? Would you like to work for a respected, well-established business and become part of a dynamic, driven and highly innovative organisation? Then come and build your career with the household name that is The AA.
We’re proud to say that working for a company like the AA is utterly unique. This could be your chance to build an exciting career with one of the most respected and established companies in the country. You will be working within a dynamic team environment, where you will be given full training and the chance to multi-skill within the AA and progress your career. The successful candidate will require good communication skills and have the ability to work as part of a team while building strong working relationships with colleagues and managers.
What will I be doing?
The role will include speaking with new and existing AA members and delivering your expertise and knowledge to continue providing world class service. You will be working in a contact centre environment dealing with AA member breakdowns and queries, interacting with different departments and often speaking with external business partners.
Generally, the workloads are high with daily, weekly and seasonal fluctuations. You will endeavour to meet the customer’s needs and will have the authority, training, skills and experience to deal effectively with the majority of needs raised. You will be empowered to deal with customer complaints by exercising their judgement within a set of parameters with a view to successfully resolving issues.
To be a success, you’ll need to be enthusiastic, self-motivated, willing to work on a shift roster that includes some weekends and nights and, above all, happy to pitch in and help others. If you’ve provided excellent customer service in a call centre environment before, or have experience dealing with members of the public in a similar role, even better (though this is not essential). What is for certain is that you have great communication skills and love working as part of a team and building strong working relationships with colleagues at all levels. What’s more, because you’ll often deal with people in stressful situations, it’s vital that you have what it takes to instantly put customers at ease and confidently seek a pragmatic solution. Sound like you? Then let’s talk.
What do I need?
Excellent communication skills
Appreciation of great customer service
Ability to work on own initiative
Organisation and planning skills
Persuasion and negotiating skills
Ability to work under pressure (during busy periods)