Customer Service Advisor - Forecasted Volume

Company description

Job Title: Customer Service Advisor - CCU

Location: Tunbridge Wells
Workstyle: Hybrid (3 days per week in the office)
Salary:  £24,890 plus up to 10% annual bonus
Start Date: 15th June 2026 (Please note if you have annual leave within the first 4 weeks of employment - your application may not be automatically progressed)
Hours:  An average of 37.5 hours per week Monday to Friday between 8.30am and 5.30pm

Do you get a kick out of solving problems? Are you energized by speaking to customers? Well then, we just might make your day!

This is the job

You’ll develop strong expertise in our products, becoming someone customers can rely on when they need us most. In a fast-paced environment, you’ll ensure every customer receives the right cover while feeling valued and supported. As part of our front-line team, you’ll help shape the experience our customers expect from the AA. Some calls may be more complex or involve distressed customers, so teamwork is key, with colleagues supporting each other through challenging situations.

What will I be doing?

You’ll handle inbound customer calls, resolving queries and managing vehicle damage claims from start to finish, while delivering outstanding customer service throughout.

Day to day, you will:

• Gather key information using structured scripts and apply judgement to determine the best course of action
• Continuously build your knowledge of products and services to support a wide range of customer needs
• Use available tools and resources to deliver the best possible outcomes
• Stay focused and composed during busy periods, ensuring every customer receives a consistent, high-quality experience

You’ll work in a fast-paced, supportive team that sets the standard for what customers expect from our iconic brand, always striving to deliver a first-class experience.

We’re looking for someone to become:   

A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently
An explorer: you’ll need be curious and inquisitive; learning new information and applying it quickly
A self-starter: you’ll be proactive taking pride and ownership in your work
A smooth operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively

Additional Information

Here's what we offer you:  

• The opportunity to join and learn within a team that’s as driven as they are supportive 
• 23 days annual leave + 8 bank holidays
• Free breakdown membership  
• Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more  
• Discounts on AA products including car and home insurance  
• Access to employee inclusivity awareness networks 
• Dedicated Employee Assistance Programme to support with mental health 
• Worksave pension scheme with up to 7% employer contribution  

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.

The Recruitment Process

Your application
We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you. 

Your interview
If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60mins. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.

Onboarding
Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.

Training and going live on the phones!
Training will be conducted by our expert Academy team for up to 3 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.