As a major employer in the Peterlee area Albany Assistance is regularly seeking to fill contact centre roles. Our operations centre team of over 500 continues to grow and potential recruits with call centre experience are of particular interest for Sales/Service Advisor opportunities. All Peterlee contact centre jobs offer a competitive OTE salary.

Looking for a new challenge or role? Here you can find list of our current opportunities:

DateJob TitleSalaryClose Date
17/10/2016Customer AdvisorUp to £16,000 per annum (OTE £21,000 per annum)17/10/2016 Details
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Employee Benefits

Enjoy a range of benefits

Everyone can access our range of employee benefits, including an array of work and lifestyle benefits reflecting the importance of a good work/life balance.

Annual Leave
Free Parking
On site Catering
Childcare Vouchers
Eye Care Vouchers
Family and Friends
EE Employee Benefit
a Friend
Save as you earn Scheme
Employee Helpline
Cycle to Work Scheme
RAC Discount

* Full details of all benefits on request

What Our People Think About Working Here

Have You Got What It Takes?

Complete the simple survey to check you have the skills and experience to become a Customer Service/Sales Advisor

Click To Complete The Survey

How The Application Process Works

In 3 simple steps

Find the job that interests you, then complete our online application process.
If you meet our selection criteria a member of our recruitment team will contact you for a short telephone interview.
If the telephone interview goes well we’ll invite you for interview at our offices, you will meet with a team manager and also complete a competency test.

Inside Albany Assistance

Winners - NE Contact Centre Awards 2015

Albany Assistance were crowned Customer Experience Champion at the prestigious North East Contact Centre Awards 2015. The award was given in recognition of the industry leading achievements we have made over the past year and our dedication to constantly improving the customer’s journey. This award automatically qualifies us for the final of CCMA’s UK Contact Centre Awards 2016.

As runners up for the Contact Centre of the year 2015 (over 250 seats), we were shortlisted from a competitive field of 83 submissions.


Customer Experience
Champion Award 2015

Runner Up

Contact Centre of
the Year Award 2015

Training and Development

We appreciate that training is an essential part of helping all new recruits to succeed, but we also recognise that it doesn’t just stop there. Albany Assistance provides a programme of training to ensure our team has the latest knowledge and skills.



Everyone completes at least a two week induction programme, this ensures you have a clear understanding of the company, our business, our services, our key systems and what is expected of you in your new role.

Refresher Training

At Albany Assistance there is an ongoing need to refresh existing skills as well as to learn new ones. Refresher training is regularly held to cover new products, changes to existing ones, new partner requirements as well as changes in processes or regulation.

The Academy

After successfully completing induction you enter the Albany Assistance Academy. The Academy aims to develop the skills you will need to be successful in your position and runs for between 3-4 weeks.


Our leadership development programme identifies talented advisors and team managers we believe have the skills and potential to progress within the business. The Scheme aims to develop skills and competencies we expect to see in this group preparing them to take up key leadership roles in the future.


All team leaders have responsibility for regularly coaching and developing their own teams. You will receive regular coaching and feedback on your performance and development.

Key Roles Overview

Customer Service Advisor

As a Customer Service Advisor, I find everyday is different, resolving customer queries, arranging vehicle hire, dealing with repairers, engineers and insurers for example - pretty much any query. It’s not like a normal contact centre job where all you do is deal with bills or process sales.

Since I’ve been here my understanding of car accident situations, insurance cover and the legal sector has increased significantly as have my customer service and people skills.

You need to be friendly with a good understanding of people and efficient customer service skills - it’s a great role. The real job satisfaction is getting a thank you from a customer when you’ve done everything you can to deal with their queries - there’s nothing better. My Team Coach is always on hand to make sure things are resolved quickly and my Team Manager will deal with any queries that need to be escalated.

My Team Manager started with Albany as a Customer Service Advisor so I know the opportunity is there if I want to progress into other areas, but I’m happy where I am at the moment. The company has a great record for internal development.

Reasons to join Albany include the friendly environment and support you receive from fellow staff and managers. There’s a great team spirit here, everyone comes in with an open mind that today is a new day.

Inbound Sales Advisor

Working on Inbound calls, you are the first port of call for the non-fault clients who have been involved in an accident. Each call is different for us and each day is a new venture. From taking claims, answering customer queries and handling challenging cases – you never know what kind of day you’re going to have but it will never be repetitive and it’s always interesting!

My coach monitors calls and gives us pointers on the areas which can help me progress and my manager oversees the team and provides support to us where necessary.

You definitely need excellent communication skills to work on inbound calls as well as patience and knowledge of the highway code. Working here has improved my knowledge of car insurance and customer service skills too. Using my initiative to recognise how to deal with each customer’s needs, for example, giving empathy when needed and listening to what each customer has to say, it gives me job satisfaction knowing I have done my best to ensure each person is happy with the service.

I would say the best reasons to join Albany Assistance are the atmosphere the call centre has, as well as the new skills you learn each day. It’s not a typical sales role – you learn every day and that keeps me interested.

Outbound Sales Advisor

In Outbound Sales, there are two teams – Outbound and Auto Elite. Auto Elite deal with the repairer referral line, where the garage (rather than the insurer) send the customer details to us and we contact them.

The outbound team receives imports from the insurance companies and calls the customer to see if we can help by providing a hire vehicle.

I think that you have to have more empathy with customers than you do in other contact centres. You have to understand that these motorists have recently been involved in an accident. They may be hurt and they may have lost their vehicle - each customer claim is very different.

The main skills you need as an Outbound Advisor are customer service skills, IT literacy, and some sales experience is beneficial as we do sell additional services such as the collision damage waiver.

The most rewarding thing about working here is being recognised for your efforts. I’ve recently been transferred from the inbound team, so it’s great when managers recognise your potential - you can build a solid career here.

Hire and Repair/Total Loss

I am currently working in the Hire and Repair/Total Loss team where we deal with the claim once a customer’s car goes into the garage to have the damage assessed. We receive the engineer’s report which shows if the vehicle is repairable or not and update the customer accordingly. If a client’s vehicle has to be written off, we have to call them with the bad news.

We deal with the customer as empathetically and as professionally as possible to ensure that they fully understand the process for their claim. Helping the client through this stage is very rewarding.

To do well in this role, you must be IT literate, have excellent communications skills and an interest in how the car insurance and repair industry works - as well as great customer service skills. This isn’t a high pressure outbound sales role – it’s really interesting, you learn something new every day.

Working at Albany, I have definitely developed excellent customer service and communication skills. I have also seen my confidence boosted – before I wouldn’t even ring my own insurer but now I have the confidence to ring anyone!

You can also gain invaluable experience and skills within the insurance and motoring sectors, which is what made this role stand out for me. There are opportunities to progress and the stepping stones are in place should you want to move up within the company.

The Recruitment Process

Preparing for the interview?

Quick And Easy Tips To Help You Prepare


Phone Interview

  • Remember to arrange the time of the call to ensure you can concentrate and speak without being interrupted.
  • Review your CV to refresh your memory about any previous employment, skills and experience.
  • A phone interview can sometimes be more difficult than face to face. Speak clearly and confidently, remember to listen carefully during the call it can often be as important as speaking.

Face-to-Face Interview

  • Do some preparation. As we’ve already suggested refresh your memory, look again at your CV, our website and the job role so you can recall important details. Making a note of any questions you would like to ask is often a good idea.
  • Keep in mind first impressions do count, so make sure you turn up on time and dress appropriately for an interview in a business environment.
  • Remember, no one is trying to catch you out, we want to see you be successful, so try to relax as much as possible and be yourself.
  • Use the opportunity to clarify anything you are unclear or uncertain about.

Would you like to join our team?

Like the thought of working for Albany Assistance? Click the link below to take you to our current vacancies or download our Recruitment eBrochure.