Customer Escalations Advisor - The AA : Job Details

Customer Escalation Advisor

Job number: NVR02231

Location: Leatherhead, Surrey

Work Style: Office Based (Potential for hybrid working - Happy to discuss)

Salary: Up to £40,000 DOE

Contract: Full time - Permanent

Hours: Monday-Friday, 9am-5pm

We are excited to be able to offer the opportunity to join us as a Customer Escalation Advisor, working for our brand-new dedicated manufacturer Hyundai, in Leatherhead, Surrey.

You will represent The AA within Hyundai’s Executive Escalation Support Team, ensuring that our UK Customer-First Solutions Centre is successful. In this role, you will be responsible for managing complex and high-profile customer escalations, ensuring timely and effective resolutions, while upholding the organisation’s reputation for excellence. You will have a strong focus on providing a best-in-class and consistent service to customers and act as a reliable and trusted point of contact.

This role will suit a solution driven individual, who is passionate about delivering outstanding customer service and have the expertise to handle and resolve complex customer issues.

What will I be doing?

• Handle escalated customer queries via phone and email, giving prompt, professional and accurate responses to customer queries and concerns raised
• Diligent and sensitive handling of challenging customers and retailers to deliver the right resolution for all parties
• Confidence in communicating with stakeholders within The AA & Hyundai
• Provide accurate, timely and succinct reporting and notes on executive customer cases as required
• Responsible for ensuring that complaint resolution and decision making is made in accordance with policies and processes.
• Proactively and continuously build and maintain Hyundai product knowledge
• Proactively and continuously build and maintain knowledge on important regulatory policy (e.g. Consumer Rights Act and General Data Protection Regulation)
• Provide knowledgeable and accurate assistance to customers and go the extra mile in providing service satisfaction
• Adhere to our Service Level Agreement to achieve deadlines in resolving customer complaints quickly and effectively.
• Approach every customer interaction with world leading customer service and professionalism aligned to our brand values.
• Liaising with Hyundai senior executive members to provide updates, manage key Hyundai stakeholders for completion of any actions and support your Team Manager in understanding trends, root cause analysis and ideas to improve the customer experience.
• Communicating with senior stakeholders from across Hyundai and their finance partner to build relationships, gain knowledge and resolve customer issues promptly and effectively.
• Liaising with TMO and handling the TMO cases within service level agreements
• Undertaking the Hyundai buy back and rejection process
• To analyse Hyundai Complaints data, produce and maintain monthly and ad hoc reports demonstrating the department’s key KPIs
• Prepare reports relating to Hyundai Complaints data, Root cause analysis and Change management and present these to the leadership team at informal meetings and formal presentations, in an agreed format.

We’re looking for someone who is:

• A skilled individual: you’ll need to be proficient in end-to-end, complex complaint handling.
• A problem solver: you’ll need to be able to actively resolve complaints within our SLA, with the ability to effectively communicate information and reasonings
• A team player: you will be working with multiple teams and liaising with Senior Executive Members to aid you in resolution of the complaint
• An explorer: you’ll be working on new systems, so we need you to be curious and inquisitive; learning new information and applying it quickly
• A self-starter: you’ll be proactive taking pride and ownership in what you do, whilst confidently prioritising your workload
• A comrade: you will work effectively within a team and be viewed as someone your colleagues can rely upon

What do I need?

• Previous experience within a dedicated customer complaints role
• Experience dealing with the Motor Ombudsman on escalated complaints cases
• Excellent written and verbal communication skills
• Experience of partnering with stakeholders or senior members of staff
• Knowledge of working within a regulatory environment
• Ability to prioritise, organise and manage a diverse workload, meeting targets and deadlines, whilst remaining customer focused
• Ability to work independently, managing your time effectively, as well as part of a team

Additional information

Here’s what we offer you

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.