This is the job
Role: Senior Customer Advisor
Location: Basingstoke - Dynamic Working, 3 days per week onsite
Contract Type: Permanent Full Time
The Senior Customer Adviser will be responsible for delivering exceptional customer service and solutions to Drive Tech’s valued customers by phone, email and if requested by the operations manager, in person.
You will have a “resolve first time” attitude while assisting the business to achieve the Key Performance Indicators along with contractual service level agreements.
The role will also be focused on providing support to the Operations Manager with training and supporting new and existing members of staff on process, system and NDORS regulations to exceed our customer expectations.
This role requires flexibility to cover shifts and additional times during force majeure.
What will I be doing?
- Facilitate the department’s beginning to end operations process by managing administrative procedures, content management for the website, identify and communicate requirements in MI and manage delivery in a timely and accurate manner
- Support account management of each police force area to maximise utilisation of trainers and venues to SLA, providing adequate coverage as requested by each force individually
- Lead the training of new staff into the Police operations department
- Manage external 3rd party relationships with focus on police forces, trainers and training venues ensuring that we are compliant with DDA requirements
- Provide point of contact coverage in absence of the team leader
- Ensure all activities are completed within defined procedures and where applicable in accordance with agreed service levels and the Equality Act 2010
- Ensure all written communications are accurate and timely
- Ensure complete accuracy when entering all customer, trainer and venue data into systems
- Coach and provide specialist support to teams of customer advisors as required.
- Assist in or undertake project work as required
- Escalate issues/problems to a Team Leader promptly
- Deputise for the team leader as requested and during absence
- May be required to support BCP in a formal capacity
What do I need?
We're looking for someone with:
- Excellent communication skills both written and verbal
- Proven delivery of excellent customer service
- A customer centric approach
- The ability to work within a team environment
- High attention to detail
- The ability to multi-task under pressure
- Proficiency in Microsoft office (outlook, excel, word)
Additional information
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:
- 25 days annual leave plus bank holidays + holiday buying scheme
- 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.
