This is the job
As Team Leader, you’ll be at the heart of driving performance and creating a brilliant experience for both customers and colleagues. You will coach, motivate, and develop your team to deliver exceptional results, taking ownership of a customer‑facing team and ensuring every interaction counts. Performance management will be part of your everyday rhythm, helping your team grow and succeed. Your leadership will shape the team culture, inspire confidence, and support continuous improvement.
What will I be doing?
- Empower your team to make confident decisions, identify opportunities, and manage risks effectively.
- Keep systems updated with accurate documentation and provide constructive, timely feedback.
- Create a safe and open environment for honest, two‑way feedback.
- Be a visible and approachable leader, championing personal and professional development.
- Hold regular one‑to‑one meetings and support your team in working towards SMART objectives.
- Balance customer, business, and colleague outcomes while reviewing team priorities.
- Use data‑driven insights to inform decisions and improve performance.
- Promote continuous learning and collaborate with wider teams to support new initiatives.
- Build strong relationships with external stakeholders to deliver a world‑class experience for end users.
What do I need?
- A solid understanding of coaching techniques and a proven ability to guide teams towards high performance.
- Strong working knowledge of EB systems and internal processes.
- The ability to build and maintain effective relationships with external stakeholders and partners.
- A confident leadership mindset, flexibility to collaborate across wider teams and learn from external experts.
- Experience in performance management, including setting and reviewing SMART objectives.
- Excellent communication skills, both written and verbal, with the ability to give clear, constructive feedback.
- A proactive approach to problem‑solving and decision‑making, even in fast‑paced or challenging situations.
- Strong organisational skills, with the ability to manage multiple priorities and adapt to changing business needs.
- A commitment to continuous learning and development for yourself and your team.
- A customer‑focused mindset, with a clear understanding of how to balance business, colleague, and customer outcomes.
Additional Information
- 25 days annual leave plus bank holidays and a holiday buying scheme.
- Worksave pension scheme with up to 7% employer contribution.
- Free AA breakdown membership from Day 1 with a 50% discount for family and friends.
- Discounts on AA products including car and home insurance.
- Employee discount scheme providing access to a car salary sacrifice scheme and discounts on healthcare, shopping, holidays and more.
- Company‑funded life assurance.
- Diverse learning and development opportunities to support your career progression.
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
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.
As part of the onboarding process, we complete several pre‑employment checks including work reference, credit and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, so please apply now if you are interested.
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