Credit Hire Team Leader

Company Description / Business Unit

Location: Tunbridge Wells – Hybrid – Three Days in Office

Employment Type: Permanent

Hours: Monday-Friday

AA Summary

Think 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.

This is the job

As Credit Hire Team Leader, you’ll lead a team of Claims Handlers, ensuring every claim is managed efficiently, fairly and to the highest standard. You’ll drive performance, provide coaching and support, and create a positive team culture focused on delivering excellent outcomes for our customers and the business. Working at the heart of our Credit Hire operation, you’ll oversee complex claims, manage indemnity spend and litigation risk, and ensure robust controls are in place. You’ll use your expertise to balance customer needs with commercial outcomes, helping to shape strategy and continuously improve performance. This is a fantastic opportunity for an experienced people leader with strong Credit Hire knowledge to make a real impact. You’ll work closely with key stakeholders, influence decision‑making, and play a vital role in delivering successful claims outcomes while maintaining operational excellence.

What will I be doing?

• Leading and inspiring a team of Credit Hire Claims Handlers, creating a high‑performance culture focused on delivering excellent customer service, strong technical outcomes and continuous improvement.
• Managing customer enquiries and complaints, ensuring issues are handled promptly, professionally and fairly, while maintaining a positive customer experience throughout the claims journey.
• Reviewing claim payments and authorisations within delegated authority levels, ensuring decisions are accurate, commercially sound and aligned with business policies and procedures.
• Monitoring claim quality through regular audits, file reviews and performance checks, identifying technical strengths, potential risks and opportunities to improve claim outcomes and operational efficiency.
• Coaching and developing colleagues through regular feedback, training and mentoring, helping team members build their technical expertise, confidence and capability.
• Producing and analysing performance reports, providing insight into team performance, indemnity spend, supplier results and operational trends to support informed decision‑making.
• Building strong and collaborative relationships with credit hire defence suppliers, intervention providers, legal partners and key stakeholders to drive performance, service excellence and adherence to agreed service levels.
• Ensuring compliance with Data Protection, information security, regulatory requirements and company policies, maintaining the highest standards of governance and customer trust.
• Collaborating with colleagues across claims and wider business functions to share best practice, improve processes and deliver consistent, customer‑focused outcomes from end to end.
• Supporting recruitment, performance management and audit activity, while setting clear objectives, KPIs and development plans that enable individuals and the wider team to succeed.

What do I need?

• Proven experience in Credit Hire claims handling, with a strong understanding of indemnity, litigation, intervention and claims strategy.
• Previous leadership experience with the ability to motivate, develop and support individuals and teams to achieve their full potential.
• Strong technical knowledge of motor claims and Credit Hire principles, with the confidence to make sound commercial decisions.
• Excellent communication skills, enabling you to build effective relationships with colleagues, suppliers, legal partners and key stakeholders.
• A customer‑focused approach with a commitment to delivering fair outcomes and exceptional service standards.
• The ability to analyse performance data, identify trends and implement actions that drive operational improvements and better business outcomes.
• Experience of coaching and developing others, providing constructive feedback and creating opportunities for continuous learning.
• Strong organisational skills with the ability to manage competing priorities, maintain attention to detail and perform effectively in a fast‑paced environment.
• A good understanding of regulatory, compliance and data protection requirements, ensuring claims are handled to the highest standards.
• A proactive and collaborative mindset, with a passion for continuous improvement and delivering results through teamwork and strong leadership.

Additional information

Benefits: We’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