This is the job
Job Title: Mobility Customer Service Advisor
Location: On-site Oldbury
Salary: £25,700 plus bonus potential of up to £2000 per year post probation
Shifts: 40 hours per week, Mon-Sun 7am-9pm
Start Date: 6th October 2025 (Please note, if you do have annual leave or any appointments within the first 4 weeks of employment, your application may not be considered. We require full commitment to our 4 week training period)
Interview Dates: Between 25th August to 4th September.
Do you want to be part of a brand new and exciting team here at The AA?
BOLT is coming and we want you to be at the forefront of it.
As a Mobility Agent within our Volkswagen department, you will play a critical role in facilitating seamless onward mobility for customers following a vehicle breakdown. The role requires utilising various systems to book a hire vehicle for VWG group customers.
Your primary responsibility will be to ensure that customer expectations are consistently met through efficient and proactive communication. This role demands a commitment to delivering exceptional service and maintaining operational efficiency under dynamic conditions. Your ability to make informed decisions and manage multiple priorities will be critical to your success in this position.
What will I be doing?
- Coordinate and arrange alternative transportation solutions to maintain customer mobility while their vehicle undergoes repairs.
- Oversee and maintain a detailed organised log of hire bookings required to ensure efficient allocation and prompt identification of available resources to meet customer requirements.
- Assess tasks based on urgency and impact to effectively prioritise actions that enhance the customer journey ensure time service delivery.
- Engage in effective and timely communication with customers to keep them informed and manage their expectations throughout the process.
- Exercise sound judgment and innovative problem-solving skills to address and resolve mobility challenges on a daily basis. This includes negotiating with suppliers and considering alternative arrangements, always thinking about the customer and department KPIs.
- Maintain consistent, clear and professional communication with all stake holders to ensure alignment and transparency throughout the mobility process.
- Ensure a smooth transition for customers into hire vehicles, prioritizing a seamless and hassle-free experience.
- Strive to enhance the overall customer journey by delivering high-quality service and support.
What do I need?:
- Able to work both on a team and individually
- Excellent communication and interpersonal skills, with the ability to engage confidently with stakeholders at all levels.
- Strong organisational skills and attention to detail, with the ability to manage multiple priorities effectively.
- Proven problem-solving capabilities and a proactive approach to issue resolution.
- Flexible and resilient, able to adapt to changing demands and work under pressure.
- The ability to effectively manage and resolve conflicts in a constructive and professional manner.
- Good judgement and the ability to make informed decisions that support the business objectives.
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
- 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
Plus, so much more!
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. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
The recruitment process:
Your application
We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you.
Your interview
If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60mins. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.
Onboarding
Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.
Training and going live on the phones!
Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.
