Customer Care Advisor - Full Time

Business Area

Head Office, Driving Services, AA DriveTech

Reference

HO01970

Salary

Contract Type

Full Time

Locations

Basingstoke

Closing Date

07-10-2020

Company description

 

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: Basingstoke 

Salary: £19,244.81

Full time, Permanent 

This is the job

The Customer Care Adviser will liaise with delegates, customers, trainers, Police and other agencies.  To greet callers, administer the appropriate course booking for the caller within defined procedures and ensuring that all resultant client confirmation communications are handled expediently and accurately.

The job holder will also provide support to the order fulfillment process through effective and efficient order processing and account handling, working in partnership with the sales team to manage the complete product portfolio from booking through to delivery of training in line with the set revenue target.

The role & responsibilities may change and develop over time.

What will I be doing?

  • Greeting callers and establish nature of call.
  • Helping the caller to understand the process, questioning gently but as speedily as possible.
  • Ensuring that the caller understands all contractual obligations.
  • Processing appropriate bookings and payments to completion.
  • Ensuring all written confirmations are accurate and expedited speedily.
  • Ensuring all inputs to database are correct at all times.
  • Recording all transactions and interactions with customers onto DriveTech database(s).
  • Escalating trainer/course availability problems to a Team Leader promptly.
  • Managing re-bookings where client has been unable to attend the original booked course, offering alternatives.
  • Offering support, advice and empathy to callers on the day or day/s before training where they have mislaid/not received paperwork or have misunderstood directions/actions.
  • Producing any status reports if required in written and verbal form.
  • Managing the process from booking through to delivery of training.
  • Maintaining contact with allocated corporate customers throughout the client booking process to ensure that expectations are met.
  • Producing status reports as required, on customer status in written and verbal form.
  • Making targeted outbound calls when required.
  • Adherence to laid down procedures and customer service level standards.
  • Speed and accuracy of external communications.
  • Empathy and patience shown to callers.
  • Great relationships with customers.
  • Updating relevant databases in timely fashion.
  • Meet all KPI monthly and yearly.

What do I need?

  • Experience of working in customer environment.
  • Experience of using systems/processes to handle data.
  • Experience of using telephone to perform work tasks.
  • Attention to detail and accuracy.
  • Excellent telephone manner and communication skills.
  • Rapport builder.
  • Ability to multi-task whilst remaining calm under pressure
  • Ability to work within a team environment.
  • Able to demonstrate consistent achievement e.g. evidence of meeting and exceeding targets
  • Able to build long term relationships
  • Planful and able to work on own initiative
  • Ability to multi-task whilst remaining calm under pressure
  • Fully competent in Excel, Access & Word.
  • Educated to GCSE/A-Level standard or equilivent work experience.

Additional Information

Treating Customers Fairly:

To ensure adherence to the FSA Treating Customers Fairly 6 Consumer Outcomes.

Health and Safety Requirements:c

Conduct yourself, and carry out work to ensure compliance with the Company’s Health, Safety and Environmental Policies.To ensure you manage the health and safety of your team and any associated risks with the work they undertake.