Company descriptionLocation: Cardiff hybrid (2-3 days per week) We encourage office-based working on Tuesdays and Wednesdays Employment Type: Full timeSalary: CompetitiveHours: 36.25 Hours Monday to Friday 9-5Think the AA is just about roadside assistance? Think again! As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us? #LI-CL1 #LI-HybridThis is the jobAs a Trainee Services Team Member, you’ll be at the heart of the trainee journey making sure every individual feels supported, informed, and confident from day one through to becoming a Franchisee.You’ll be the go-to contact for trainees, handling queries via phone and email, scheduling in-car training sessions, and keeping all admin up to date to ensure their progress stays on track. You’ll play a key role in onboarding, ongoing support, and resolving any issues that pop up along the way.But it’s not just about reacting it’s about being proactive. You’ll check in regularly with trainees, monitor their progress against the course syllabus, and make sure they’re moving forward with confidence. If challenges arise, you’ll be there to guide them, offer solutions, and connect them with the right teams when needed.What will I be doing?As a Trainee Services Team Member, you’ll play a key role in supporting our trainees throughout their journey. Here’s what your day-to-day will look like:OnboardingWelcoming new trainees as they join one of The Driving School Academy’s programmesMaking sure they have access to all the required online platforms and resources to get started smoothlySupportProviding advice and guidance whenever trainees need itHelping them understand the course structure, expectations, and requirementsBooking essential in-car training sessions — over 2,500 hours annually contributing directly to revenue generationTracking trainee progress to ensure they stay aligned with the course syllabus and timelines Conflict ManagementHandling grievances and concerns raised by traineesManaging and resolving any conflicts between trainees and trainers with professionalism and careManagementOverseeing trainee attendance across in-car and online training sessionsManaging your own diary to ensure all tasks are completed within set timeframesKeeping trainee records up to date and ensuring smooth communication across teamsProgressionSupporting trainees as they prepare to transition into franchise rolesEnsuring they have all the information and guidance needed to take the next step confidentlyWhat do I need?To thrive as a Trainee Services Team Member, here’s what you’ll bring to the role:Capability, Knowledge & ExperienceA strong track record of working to targets and smashing themA proactive mindset with the confidence to work independentlyExceptional communication skills, backed by solid experience in customer serviceProven ability to manage a customer journey from start to finishIdeally, experience in a fast-paced, high-performing environmentPersonal CharacteristicsA customer-first attitude always focused on delivering the best experience.Determination to achieve great results for both the trainee and the organisationAssertive, positive, and resilient ready to tackle challenges head onQuick-thinking and solution-focused, with a creative approach to driving progressionExcellent interpersonal and written communication skillsAdditional InformationWe’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:25 days annual leave plus bank holidays + holiday buying schemeWorksave pension scheme with up to 7% employer contributionFree AA breakdown membership from Day 1 plus 50% discount for family and friendsDiscounts on AA products including car and home insuranceEmployee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and moreCompany funded life assuranceDiverse learning and development opportunities to support you to progress in your careerDedicated Employee Assistance Programme and a 24/7 remote GP service for you and your familyPlus, so much more!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, please apply now if you are interested.