Customer Advisor in Cardiff

Job Description

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