This is the job
Location: Tunbridge Wells
Work Style: Hybrid (3 days on site/2 days remote)
Salary: £23,985 plus up to 10% annual bonus
Contract: Full time – permanent
Hours: 37.5 hours over 5 days a week, Monday to Sunday shifts between 07:15am – 10:45pm
Interviews: 1st October - 7th October 2025
Start Date: 20th October 2025 (Please note if you have annual leave within the first 4 weeks of employment, you may be withdrawn from the process)
Do you get a kick out of solving problems?
Are you energized by speaking to customers?
Well then, we just might make your day
You'll become an expert in our products and someone our customers can really rely upon when they need us most. No matter what the call, your dedication to the customer will ensure they have the right product/cover, every time. You'll be working in a fast-paced environment whilst making every customer feel like the first call of the day. As our front-line force you'll be part of a team who set the tone for what our customers can expect from the AA. Some of the calls you deal with could be more complex or involve upset or distressed customers, that's why we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations.
We are the engine that keeps Britain moving, apply now to unleash your potential
You'll be working in our First Notification of Loss (FNOL) department taking inbound calls from customers, third parties or AA Breakdown members reporting a motoring incident and needing to make a claim. Day to day you'll be:
* Using detailed scripts to gather information from the call and apply logic to assess the best course of action
* Proactively maintaining knowledge of products and services and learning new information to solve our customers unique queries.
* Pushing for better by using resources, tools and systems available to offer the best customer service
* Maintaining focus and composure during peak call times, ensuring each customer receives the same exceptional level of customer service.
* Working in a fast-paced environment, within a team that back each other and who set the tone for what our customers can expect from our iconic brand.
* Striving to ensure that each and every customer receives a top-class customer experience that is expected from our iconic brand
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
* 25 days annual leave
* 24/7 GP service
* 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
Plus, so much more