Role: Customer Advisor – Driving School
Location: Cardiff - Dynamic Working
Salary: £24,060
Shift Pattern: Monday-Friday 9am-5pm
Full Time/Permanent
At the AA Driving School & BSM, you’ll put the customer at the focus of everything you do. We’re on the road to providing world-class customer experiences and are looking for the best customer-focussed people to join us on this journey. We’re looking for strong customer service advisors, ideally with a history of dealing with customers via different contact methods such as webchat and telephony. You’ll be part of a great team, with flexible working options all within the hours of Monday to Friday, 9am to 5pm… so your weekends are your own!
What will the role involve?
- Inbound & Outbound Contact Handling: Manage inbound chats from our pupils, inbound calls from instructors or Motability pupils, and make outbound calls to any of these customer types as needed.
- Customer Journey Management: Assign instructors for Motability pupils, follow up on lesson progress, and support learners through to their driving test.
- Complaint Resolution & Ownership: Resolve complaints at first contact across all channels, taking full ownership of queries and liaising with instructors or franchisees to ensure resolution.
- Admin & Financial Tasks: Complete daily admin including emails, Motability reports, account setups, and handle payments and refunds accurately.
- Service Excellence & Product Knowledge: Deliver high-quality service, promote self-serve options, stay informed on products, and maintain professionalism during busy periods.
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:
- Diverse learning and development opportunities to support you to progress in your career
- 23 days annual leave, increasing to 25 days after 5 years’ service, plus 8 bank holidays
- Ability to purchase extra holidays
- Free AA breakdown membership after you start your employment
- 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
- Worksave pension scheme with up to 7% employer contribution
- Dedicated Employee Assistance Programme
Plus, so much more!
Skills Required
- Strong customer service experience
- Experience dealing with customers through webchat and telephony
What We Do
The AA is a UK motoring-services provider centered on roadside assistance, supporting 14.5 million roadside members through its Roadside and Insurance divisions. Its roadside operations include personal and business assistance, driving instruction and garage-service bookings, while its insurance business offers motor and home policies. The wider portfolio also includes AA Cars, a used-car service, supporting drivers throughout the motoring lifecycle.
