Job Title: Customer Manager – Control Tower
Location: Oldbury (Resident) Employment Type: Permanent / Full-Time
AA Summary
The AA is one of the UK’s most well-known and trusted brands. We provide a range of services to millions of customers, from roadside assistance, financial services to insurance and driving lessons. Our mission is to help keep Britain moving, and we’re looking for dedicated individuals to join our team. Are you ready to join?
This is the job
The role of the Control Tower Customer Manager is to lead, develop, and motivate a team to achieve high performance, demonstrated by meeting agreed customer, commercial, and people objectives. The Customer Manager embodies the AA blueprint and behaviours, developing and coaching team members, continuously striving to enhance the customer experience and support business growth. They are accountable for leading a customer-facing team in person, where performance management and engagement are key contributors to success.
What will I be doing?
* Accountable for operational performance in Control Tower to deliver great customer service and support our outdoor patrol and garage network.
* Maintaining excellent coaching standards within the team.
* Developing the next pool of potential AA leaders.
* Monitoring daily and monthly performance to ensure cost-effective decisions are made to meet financial targets.
* Ensuring vulnerable customer process is followed within the team.
* Pushing for better to constantly review and improve performance, quality and efficiency.
* Working in a fast-paced 24/7 customer-focused operational environment.
What do I need?
* Excellent business awareness, understand the direction of the business and how this impacts Control Tower.
* Excellent communication skills to be able to lead your team and be held to account for your team’s performance by senior management.
* Excellent analytical skills, to be able to find data and understand data to help improve performance.
* Good understanding of Control Tower processes to ensure we are providing the best possible service to our members during busy periods.
* Proficiency in Microsoft Office, including Excel.
* A resilient, ambitious attitude with the ability to adapt when necessary.
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.
* 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.
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