Customer Service Advisor - Control Tower

Customer Service Advisor - Control Tower Reference

COI00319

Contract Type

Full Time

Location

Oldbury

Closing Date

19-06-2026

Details

Job Title: Control Tower - Customer Service Advisor

Location: Oldbury (Office Based)

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: 20th July 2026 (Please note - if you do have holiday within the first 5 weeks of the start date, your application may not be progressed)

Interviews: 22nd June - 2nd July 2026

You'll be working in a fast paced, friendly environment where you'll be taking and making around 100 calls a day, ranging from updating customers throughout their breakdown journey, to managing patrols efficiently, to ensuring the welfare of our patrols on shift.

As you can understand, some calls you answer could involve complexities or vulnerable, distressed or dissatisfied customers, so our in-depth 3 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 and providing guidance with your warm and reassuring tone.
• Showing our customers that they're valued by understanding their situation, keeping the conversation constructive.
• Working with internal and external colleagues, as well as third-party suppliers to deliver an excellent service to our customers.
• Using problem-solving and great communication skills to offer the best customer service to our breakdown customers.
• 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 to become:

• A guardian:you'll be supportive with the ability to remain warm and kind, even in the face of conflict.
• A champion:you'll make our customers feel respected and valued.
• A problem solver:you'll understand incoming information and make logical decisions quickly and efficiently.
• A self-starter:you'll be proactive taking pride and ownership in your work while working towards targets.
• A composed operator:you'll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively.
• A multitasker:you'll be 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
• Opportunity to earn up to £2000 in incentives in your first year
• 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

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.