At a Glance
- Tasks: Lead a team of Claims Handlers to ensure efficient and fair claim management.
- Company: Join the AA, one of the UK's most trusted brands with diverse services.
- Benefits: Enjoy 25 days leave, pension contributions, discounts, and career development opportunities.
- Other info: Inclusive culture that values diversity and offers excellent career growth.
- Why this job: Make a real impact in a dynamic role while shaping team performance and customer satisfaction.
- Qualifications: Experience in Credit Hire claims and proven leadership skills required.
The predicted salary is between 30000 - 32000 £ per year.
Company description
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. Ready to join us?
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
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 bank holidays + holiday buying scheme
- Worksave pension scheme with up to 7% employer contribution
- Free AA breakdown membership from Day 1 plus 50% discount for family and friends
- Discounts on AA products including car and home insurance
- Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Company funded life assurance
- Diverse learning and development opportunities to support you to progress in your career
- Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, 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.
Credit Hire Team Leader - NonVolume employer: The Automobile Association
The AA is an exceptional employer, offering a vibrant work culture in Tunbridge Wells that prioritises employee well-being and professional growth. With a comprehensive benefits package including generous annual leave, a robust pension scheme, and diverse learning opportunities, employees are empowered to thrive both personally and professionally. Join a team that values inclusivity and collaboration, where your contributions directly impact our mission to keep Britain moving.
Contact Details:
The Automobile Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Credit Hire Team Leader - NonVolume
✨Tap into Campus Networks
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Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
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We think you need these skills to ace Credit Hire Team Leader - NonVolume
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to The Automobile Association.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on The Automobile Association's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at The Automobile Association
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with The Automobile Association.
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Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at The Automobile Association will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former The Automobile Association employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
