4 months ago
Call Centre Customer Service Representative
Salary: £17,241, with an OTE of £21,700 (including allowance)
Location: Newcastle customer service centre
Working hours: 36.25hrs per week spread across the following times in a shift pattern
Monday to Friday; between 08:00 and 20:15
Saturday from 09:00 – 17:15
Contract: Permanent, Full Time
This is the job
We have a number of career opportunities available in our call centre and will make sure that we’ll match your skills and experience to the right environment and type of job for you.
In the time it takes you to read this job description, we will have got around 20 members back on the road. The AA are the UK’s number one motoring organisation and you can help us keep it that way.
What will I be doing?
As a Customer Service Representative you’ll be at the front line of our business speaking with new and existing AA customers. You’ll make sure every customer is provided with the right level of information about the products and services we offer, allowing informed consumer decisions to be made. You may also need to make sure that the caller is aware of the rest of our products that could also help them.
Generally, the workloads are quite high with daily, weekly and seasonal fluctuations. You’ll do your best to meet the customer’s needs and will have the authority, training, skills and experience to deal effectively with the majority of things.
We have 4 core teams here in our Newcastle call centre, these are:
In this team you’ll be answering the phone to new and existing customers. Speaking with them and helping them to make sure they have exactly the right cover for home & motor insurance.
In this role you’ll be speaking with existing customers who need to make changes to existing home and motor insurance policies.
In this team you’ll be having open conversations, tailoring the right insurance to existing customers to make sure we provide them with exactly what they need.
In this role you’ll be speaking to people about the benefits of keeping their membership with the AA.
In all roles you’ll be empowered to deal with initial customer complaints by exercising their judgement within a set of parameters with a view to successfully resolving issues.
You don’t need any experience of our products as you’ll be given excellent front line training right from the word go. You’ll soon become an expert!
All of our customer service roles are full time, shift-based.
What do I need?
To be a success, you’ll need to be enthusiastic, self-motivated, willing to work on a shift roster that includes some weekends, above all, you’ll be happy to pitch in and help others.
As a minimum requirement you’ll need:
* Excellent communication skills
* The ability to work as part of a team
What’s in it for me?
* Free parking
* 23 days holiday + 8 bank holidays added to your leave entitlement
* Through our lifestyle scheme you’ll have access to discounted shopping vouchers, days out, holidays etc…
* Emerging Talent development programme
* Free AA membership after 12 months
* Discounted AA products and services (Car insurance, home insurance etc…)
* And a share save scheme
Who we are
We are The AA. And we keep everyone’s show on the road. We’re 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.