Seasonal Staff Fact Sheet 2011 CONTENTS WORKING IN LYON LIVING IN LYON GETTING AROUND LYON 1. Duration 10. Accommodation 15. Transport in Lyon 2. The Job 11. Internet Access 16. Driving to Lyon 3. Training 12. Work Permit or Carte de 17. Flying to France 4. Shifts Sejour 18. Bus Service 5. Time Off 13. Medical 6. Salary 14. Bank Account BRING YOUR FRIENDS 7. Your Commitment 19. Recruitment 8. Office Dress 9. Call monitoring Back to contents Back to contents 1. DURATION 2. THE JOB Due to the training courses we have The job involves taking emergency calls from scheduled, you need to select a starting date UK and foreign customers who require from the list below. We also need to know assistance following a vehicle breakdown or your preferred finishing date. These dates road traffic accident, in Europe (including the will then be agreed and confirmed in your UK). contract from ACTA’s Human Resource Department. Please note there may be During the summer months, particularly the possibilities of longer or even permanent main school holidays, we are extremely busy contracts at the end of the season however, with call volumes peaking in July and this will depend on your performance and August. We therefore need your additional attendance whether you get the option to support to help us manage this peak. extend your contract. Your language skills (minimum A Level in Day one of each training session starts at French standard) are essential for liaising 09.00 hrs sharp on the dates specified below with garages, and other services. so please ensure you will be available for Understandably our customers can quite your chosen course. We are also looking for often be distressed when calling us. They people with excellent technical knowledge to may feel vulnerable in an unfamiliar country. join our small team of Technical Specialists. This is why they need you to be confident Please note: Technical Specialists will be and able to deal with their crisis. required to give over the phone repair advice to our customers and to liaise with garages Key Skills: on the best repair solution so your technical Motivation and commitment knowledge skills are essential. Empathy and mindfulness N.B: Customer Advisors do not require Knowledge and awareness of cultural mechanical knowledge. differences (ideally, at least one year spent abroad) Choice of Course starting dates: Excellent interpersonal and (Please note that these dates are not negotiable) communication skills 28th March th 30 May Ability to adapt appropriately to different 02nd May th 27 June situations Ability to work professionally in a high- Choice of Contract end dates: pressure environment 4th September Computer literate 11th September 02nd October Interviews will be conducted by telephone in Potential extensions until 31st December French and English to assess your aptitude for the job. Back to contents Back to contents 3. TRAINING 6. SALARY Prior to starting the job you will receive 2 The salary is 1,453 Euros (approximately weeks Induction training (Monday to Friday 1,162 Euros net) per month, + 8.33% of the 0900-1700), on the European products that base salary accumulated during the contract. we service. You will also be trained on our Overtime will be available and higher rates of operational procedures, how to use the pay apply to Sundays, Bank Holidays, night telephone system and how to use our own shifts. Those people returning to work with tailor-made computer packages. Our us for a second season get an additional 5%. Training Officers, will ensure that these two If you return for a third season you get weeks are full of fun and variety - we want vouchers for tea/coffee and lunch in addition you to enjoy it. to your salary. Back to contents 7. YOUR COMMITMENT Back to contents 4. SHIFTS The AA will contribute 150 Euros towards your travel costs to Lyon. This will be upon You will be required to work to a shift pattern presentation of original travel receipts (e.g. of 35 hours per week. The shifts are air fare / train ticket) and you will be mornings, afternoons & nights. Each shift is reimbursed at the end of the contract. approximately 7 hours long but you can be However, this is on the provision that you asked to work up to 10 hours per day and have shown total commitment to your role as earn overtime. a Customer Advisor. If you have to be cautioned for attendance or Morning shifts start at: 07.00, 08.00, 09.00, 10.00 or 11.00. performance issues then unfortunately you Afternoon shifts start at: 12.00, 13.00, 14.00, will not be rewarded with this bonus. 15.00, 16.00, 17.00 or 18.00. Night shift will be 23.00 to 07.00. It is also important for you to understand that on some shift patterns you could be working a mix of morning and afternoon shifts, 8 days in a row followed by 2 rest days. Here is an 8. OFFICE DRESS example of how the rota can work: We are quite relaxed about the dress code Week 1: as the temperatures can get extremely hot Monday and Tuesday - Rest days in Lyon. However, we do ask staff to wear Wednesday, Thursday, Friday, Saturday and smart casual dress to work as AA Sunday - 15.00hrs – 23.00hrs Managers & Directors visit the Lyon site Week Two: during the summer. Shorts are not Monday, Tuesday and Wednesday – 10.00hrs- accepted unless they are smart / chinos 18.00hrs and girls must dress “sensibly”. Sportswear Thursday and Friday – Rest days won’t be accepted at any time. Saturday and Sunday – 13.00hrs – 21.00hrs You will be provided with a security access card to allow you to enter and exit the building. Back to contents Back to contents 5. TIME OFF 9. CALL MONITORING You may swap shifts “within reason” with a Please note that all calls are recorded within colleague but this must be agreed between our European Operation Centre for training yourselves and authorised by one of the and compliance purposes. Team Leaders. Please note that due to the Personal calls are strictly forbidden and will nature of the work and time of year the Call be closely monitored. Centre is very busy so unfortunately no annual leave can be accommodated during your contract with us. Back to contents Back to contents 10. ACCOMMODATION 12. WORK PERMIT or CARTE DE SEJOUR ACTA have arrangements for a limited As EEC resident, a Carte de Séjour or number of rooms in local basic work permit is no longer required. accommodation which can be rented for However, Human Resources do require approximately 700€ per month. Up to 50% of your long full birth certificate in French the first and last months rent of your (the one which details your parents’ seasonal contract will be subsidised leaving names and occupations) for Social you to pay the remainder (approx. 350€) for Security purposes. each of these months, after this you will be liable for the full amount of any additional months rent. However, if you can provide a Back to contents signed letter or documentation proving to 13. MEDICAL ACTA HR that you are already paying rent elsewhere, whilst working for the company, You must obtain your European Health then contributions to the additional months Insurance Card which replaces the old E111. during your seasonal contract will also be Go on https://www.ehic.org.uk for more made. There is also a one off administration information. fee of 75€ payable which will be deducted from your first months salary. Please note Please ensure you visit the Department of that under any circmstance do we accept Health web site at www.dh.gov.uk and check any responsibility for the accommodation, for full details on reciprocal NHS benefits. nor do we take any special requests. We also recommend that you take out some Just to put you in the picture these form of Personal Insurance to cover you in apartments are similar to basic student the event of loss of personal belongings, accommodation. They are individual studios passport, cash etc. with their own private bathroom situated either near the office, just off the main Lyon motorway or within a 10 minutes bus ride area. They have a bedroom however, no bedding is provided so you will need to supply this yourself. There is a kitchen facility with a Back to contents fridge, cooker etc. However please note 14. BANK ACCOUNT there will be no cutlery, crockery or cooking utensils, again you will need to provide these We are sure you will want to be paid for all items. Laundry facilities are not necessarily your hard work in which case you will need available so you will have to make to open a French bank account so that ACTA alternative arrangements. can pay your salary. Room keys can be collected from the ACTA To do this you will require: office or the residence. You will need to let us know in advance if you would like us to Your passport with a photocopy. make a reservation on your behalf. Also Proof of your UK address (i.e. bank please notify us a few days in advance of statement or utility bill.) Confirmation of your intended date and time of arrival so that your French address. we can ensure your room is available. If you are staying at accommodation arranged by us, the Human Resource Back to contents Department at A.C.T.A will provide a letter certifying that you are a resident. If 11. INTERNET ACCESS you are making your own arrangements you will need to get written authorisation There is no Internet access facility in the from your landlord/landlady confirming proposed rented accommodation. There are that you are staying with them. however a multitude of Internet cafés in Lyon and libraries provide a free limited access during their opening hours. Please note that any Internet access in the office is for work related purposes only and Back to contents Back to contents 15. TRANSPORT IN LYON 17. FLYING TO FRANCE Our offices are not situated in Lyon city centre and you will need to plan a public transport budget. A standard single bus ride costs 1.60€, however you might be entitled to student If you are flying to Lyon (St Exupéry discount. Airport) the taxi fare from the airport to Limonest will be in the region of 70 Euros, Back to contents (more expensive on a Sunday and late at night) it is a distance of approximately 16. DRIVING TO LYON 46kms from the airport. If you are flying into Grenoble Airport, the taxi fare will be If you are intending to drive to France, please in the region of 140 Euros (again more ensure that you; expensive on a Sunday and late at night) a distance of approximately 100kms. Let your Motor Vehicle Insurers know that your are going to be driving in France for an Both EasyJet and RyanAir offer low cost extended period of time. This is to ensure airfares to Lyon or Grenoble; both operate that you are fully covered to drive overseas from London Stansted however both for the duration otherwise only 3rd party British Airways and BMI are good cover will apply. alternative from other airports. If you are borrowing a car you will need to ensure that you have the original (VRD) Back to contents Vehicle Registration Document, together with your insurance documents and a letter from the vehicle owner (recorded keeper on VRD) authorising that you can take the 18. TRAMWAY SERVICE vehicle overseas. If you are hiring or leasing a vehicle you will need to obtain a VE103b, please contact Alternatively, there is a Tramway service Business Services at the AA (telephone at St Exupéry Airport called Rhone 0800 55 11 88) for further information. Express (http://www.rhonexpress.fr/) The Beam Benders – these will adjust the glare trams leave approximately every 15 from your headlights when driving in France minutes to Lyon and the fare is at night and are available from most port approximately 13.00€ one way. From terminals. Grenoble Airport the total approximate Other requirements when driving in France cost for the shuttle, train, and taxi to are a warning triangle, high visibility jacket, Limonest is 60 Euros. fire extinguisher, first aid kit, and GB sticker. AA European Breakdown Cover (what Back to contents else!!!) to ensure that you are in good hands should you have an incident in your vehicle overseas. (telephone 0800 444 500 for a quote) Please let ACTA Human Resources have your vehicle details upon your arrival. 19. RECRUITMENT Talk to your friends! Are they interested in the job? Can they Back to contents speak French to a minimum of A level standard? Have they got experience in 15. DIRECTIONS Customer Service? The AA’s 24 Hour European Operation Centre Ask them to send their CV to is situated next to Buffalo Grill and Decathlon in Elaine.Badham@TheAA.com Limonest on the A6 12 km north of Lyon. Closure date for applications: 17th June 2011.