Customer Service Advisor

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.

Location: Cardiff

Salary: GBP17850.12

Contract: 9-12 month Fixed Term (Maternity Cover)

Working Hours: Mon-Fri 9am-5pm (x1 late shift once a week - 12pm-8pm)

To deliver a high quality, professional support service to trainee driving instructors progressing through their driving instructor qualification.

Providing support assistance to promote the progression and engagement with each stage of the driving instructor training process - a theory and hazard perception test; a practical driving test; progression onto a trainee instructor licence; a teaching ability test. To achieve this, you must:

• Take ownership of customers from purchase of training product through to completion and progression onto a driving school franchise
• Make full use of online video, telephone, instant message and email communication methods
• Deliver online welcome classrooms and other support nature online classrooms as appropriate
• Prioritise tasks focusing on retention, through-put and success rates of trainees
• Complete administrative tasks associated with registering trainees, booking external tests and managing trainee licence application and compliance
• Work collaboratively with the training team and other driving school teams - sales, retention, complaints, instructor success
• Use appropriate management information & reports to guide work and report on activities

• Previous customer service experience, preferably with some experience of using online video tools.
• Excellent interpersonal and written skills
• Have a collaborative approach when working
• Resilience and ability to stay calm under pressure
• Business awareness ie. understands the brand values and the importance of protecting the brand and doing the right thing by the customer
• Able to prioritise time and workload

Personal Characteristics:

• Customer obsessed determined to deliver world class service
• Calm, engaging but assertive personality to deliver a resolution
• Good communication skills
• Ability to self-manage & work without supervision
• Naturally empathetic
• Comfortable with ambiguity and a fast-paced environment
• Pro-active and innovative
• Positive 'can do' attitude

What else is expected of me?

Good conduct matters at the AA. It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.