Location: Oldbury

Employment Type: Permanent, Full Time

Are you passionate about creating exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment? Look no further! As a Dispatcher in Control Tower here at The AA, you’ll play a pivotal role in ensuring our breakdown customers receive top-notch service from start to finish. 

As a Dispatcher, you will join the Control Tower team in a specialised role, monitoring and managing the AA systems to deliver the best possible service to our customers. 

You will be the person who will match resource to deliver the most effective plan for work distribution and change the plan to prioritise breakdowns with the highest priority, focusing on the customers needs at that time:

• Managing the plan including live or future plans
• Monitoring dispatch telephone performance
• Monitoring and managing technical (roadside) resources effectively
• Liaising with all operational activities to support total site performance
• Appropriately utilising resources through call out, stand-by, overtime and contract garaging
• Managing resource activities
• Liaising and escalating dispatch performance to appropriate senior managers
• Managing customer expectations through incident management
• Managing customer dissatisfaction and escalating where appropriate. 

What do I need?

• The ability to interpret MI
• Strong Customer Service Skills
• The ability to use positive persuasion to maximise deployment opportunities
• Sound knowledge of all call handling centre activities including Group products and services together with good geographical knowledge
• An ability to utilise Service Delivery Systems and all other relevant systems to agreed standards.
• A thorough knowledge of both manual and computerised systems to make relevant use of information provided
• The ability to communicate effectively is essential

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme

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