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.
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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.
* Full details of all benefits on request
“I like the satisfaction I get when I see my work making a difference.”
“All staff are helpful and friendly.”
“I like my team mates and the variety of work we do.”
“I enjoy the variation of work day to day; it is interesting. I enjoy helping clients and resolving complaints.”
“I enjoy helping clients in difficult situations. It is interesting to use problem solving as each claim is different.”
“It is a friendly environment with helpful staff and a good atmosphere. I enjoy gaining more knowledge and experience with the help of great managers.”
“I’ve had the opportunity to develop skills doing the NVQ for team leading, coaching and management.”
“I enjoy helping people at a difficult time and making a difference.”
How to get to us
Located on the Bracken Hill Business Park near Peterlee our offices are just off the A19. Most people travel in by car, with many arranging car sharing. Free parking is provided on site and at overflow facilities nearby. A number of buses connect Peterlee to the major towns nearby, and the 201 operated by Go North East runs every 15 minutes from Peterlee to connect with the other services.View Google Map
Our Key Roles
With almost 500 employees Albany Assistance offers a wide range of employment opportunities, from sales and customer service advisors to functional roles in business change and IT - including supervisory and management positions. As the largest number of roles in our business are in Sales, Customer Service and Collections the bulk of positions we regularly recruit for are in these areas.
Committed to Quality
Our commitment to customer service is at the heart of everything we do and essential to our success. We measure quality through our monthly Customer Satisfaction Survey (CSS) which surveys a fixed number of customers each month for whom we have provided services. We are regularly scored 9/10 by customers for service quality
We feature on many of the major online rating and review sites and enjoy an average 4.5 Star rating on these sites for service quality. In addition we monitor many online forums such as MoneySavingExpert and Consumer ActionGroup, as well actively engaging with customers on social media - especially Facebook and Twitter - communicating directly with customers to provide help and information.
There is no better way to get a real understanding of what it’s like to work at Albany Assistance than from the people who work here. We recently asked the team to tell us in their own words what they liked and enjoyed most about working at Albany Assistance. We can’t show all the responses we received, but here is a selection of the feedback we think provides a really good picture of what its like being part of our team.
We run a monthly customer satisfaction survey helping us to measure and understand what customers think about our service. Take a look at some of the feedback we have received.
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.
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.
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.
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.
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.
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.
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.
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.
We will normally inform you by telephone within 24 hours of your face-to-face interview if you have been successful - and send an email confirming your offer of employment. Once you confirm your acceptance we will post your Offer Pack
To meet employment regulations we are required to complete pre employment checks to confirm your identity and entitlement to work in the UK, and all offers of employment are subject to satisfactory references and background checks.
When we confirm you have been successful we will also confirm your start date, which will coincide with one of our induction programmes. This enables you to meet other new starters and begin your time at Albany alongside them.
All new starters must complete a six month probationary period, although this can be signed off any time after 3 months for exceptional performance.
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