At a Glance
- Tasks: Support customers through stressful situations and guide them with empathy and clear communication.
- Company: Join the AA, a trusted name in customer service and support.
- Benefits: Competitive salary, bonuses, annual leave, and discounts on various services.
- Other info: Enjoy a supportive team environment with opportunities for growth.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: Empathy, strong communication skills, and a positive attitude are key.
The predicted salary is between 24833 - 30351 £ per year.
Tunbridge Wells | Hybrid | Full-time, Permanent
Salary: £24,890 plus up to 10% annual bonus
Hours: 37.5 hours per week, 5 days a week
Shifts: Monday to Sunday, between 7:15am and 10:45pm
Interviews: Beginning 14 September
Start date: 19 October 2026
Important: Annual leave taken within your first four weeks may affect eligibility.
Be the reassuring voice our customers need when it matters most. When someone has been involved in a car accident, their next call can make a huge difference to how they feel about what happens next. That’s where you come in. We’re looking for confident, caring and commercially minded people to join our inbound contact centre team in Tunbridge Wells. You’ll be there for customers at a stressful and uncertain moment, listening to what’s happened, asking the right questions and helping them understand the next steps. You’ll gather the information we need, help establish liability and find the right solution for each customer — combining empathy and good judgement with the brilliant service people expect from the AA.
Why you'll enjoy this role:
- Make a real difference – reassure and guide customers through what can be a stressful experience.
- Solve different challenges every day – no two calls are the same, so you’ll use your judgement to find the right way forward.
- Build valuable expertise – develop your knowledge of claims, liability and confident decision-making.
- Make a commercial impact – identify opportunities to offer our third-party claims service, helping customers find the right solution for their circumstances.
- Be part of a supportive team – work alongside colleagues who share knowledge, tackle busy periods together and celebrate success.
What we’re looking for:
You don’t need to know everything about motor claims from day one, we’ll give you the training and support to build your knowledge. What matters most is how you approach people and problems. We’re looking for someone who:
- Is calm, empathetic and genuinely enjoys helping people.
- Communicates clearly and confidently, even during difficult conversations.
- Knows how to listen, ask great questions and get to the heart of a situation.
- Can assess information and make sensible, informed decisions.
- Stays composed and positive in a busy, fast-paced environment.
- Has good commercial awareness and wants to achieve great outcomes for both our customers and the business.
Additional information:
We want you to feel rewarded for the contribution you make. As a valued AA recruit, you’ll be eligible to earn a discretionary quarterly bonus during your first year of service, on top of any monthly bonus schemes available within your department. You’ll also enjoy:
- The opportunity to learn and grow within a team that’s as supportive as it is driven.
- 23 days’ annual leave plus 8 bank holidays.
- Free AA breakdown membership.
- An employee discount scheme with savings on healthcare, shopping, holidays and more.
- Discounts on AA products, including car and home insurance.
- Access to employee inclusivity and awareness networks.
- A dedicated Employee Assistance Programme.
- 24/7 remote GP access for you and your family.
- A Worksave pension scheme with up to 7% employer contribution.
Customer Service Claims Advisor employer: Automobile Association
The AA is an exceptional employer that prioritises your work-life balance and personal growth, offering flexible shift patterns and a supportive team environment. With competitive earnings, comprehensive benefits including a generous pension scheme, and diverse learning opportunities, you can thrive in your role while making a real difference as the friendly face of the UK's largest motoring organisation. Join us in Bedford and enjoy a fulfilling career where you are recognised and rewarded for your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Claims Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Automobile Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Automobile Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Claims Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Automobile Association:Your cover letter is your chance to shine! Tell us why you want to work at Automobile Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Automobile Association!
How to prepare for a job interview at Automobile Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
