At a Glance
- Tasks: Lead and inspire teams to enhance customer experiences and ensure quality standards.
- Company: Join The AA, the UK's leading motoring organisation with over 100 years of service.
- Benefits: Enjoy 25 days leave, a pension scheme, discounts, and diverse learning opportunities.
- Other info: We value diversity and encourage applications from all backgrounds.
- Why this job: Make a real impact on customer journeys while fostering a culture of excellence.
- Qualifications: Strong understanding of quality processes and excellent communication skills required.
The predicted salary is between 43200 - 72000 £ per year.
Location: Cheadle (Hybrid) #LI-Hybrid
Employment Type: Full time / Permanent
Business Area/Function: Customer Operations / Group Customer Outcomes
Application Closing Date: Monday 11th August 2025
Thought The AA only provide roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Group Customer Outcomes Manager , you’ll play a key part to our success and join us on this exciting motoring journey.
This is the jobJoin us as our Group Customer Outcomes Manager, where you\'ll play a pivotal role in shaping how we deliver quality, care, and compliance across every customer journey. This is your opportunity to lead both our Quality Assurance and Vulnerable Customer teams, championing best-in-class standards and ensuring our processes not only meet but exceed regulatory expectations.
In this influential role, you’ll be at the heart of our mission to continuously improve customer interactions, embed a culture of accountability, and ensure our policies translate into real-world positive experiences. If you\'re ready to lead with purpose, inspire change, and make a lasting difference, we’d love to hear from you.
What will I be doing?- Lead and inspire a team of QA leaders and analysts, fostering a culture of excellence and continuous improvement.
- Take ownership of the organisation’s vulnerable customer strategy, ensuring it is embedded, championed, and continuously improved across all customer touchpoints.
- Stay ahead of industry developments to ensure our quality assurance, outcomes testing, and vulnerable customer practices remain innovative and best in class.
- Champion support for vulnerable customers, ensuring our policies are embedded across all products and services.
- Collaborate across the business with operational, risk, and compliance teams to uphold quality as a first line of defence.
- Drive strategic insight through thematic reviews and data-led reporting to elevate our QA function.
- Embed customer-centric thinking, ensuring every decision and process delivers positive, measurable outcomes.
- Harness data and analytics to streamline quality processes and proactively address emerging risks.
- Lead outcomes testing and ensure our customer journeys align with Consumer Duty principles and business goals.
Capability, Knowledge and Experience:
- Strong appreciation for the role of quality in driving business performance and customer satisfaction.
- Working knowledge of quality processes and how they support compliance and regulatory standards (including FCA).
- Ability to interpret customer interactions across multiple channels and identify opportunities for improvement.
- Confident decision-maker with a structured approach to problem-solving and solution development.
- Excellent communicator—able to convey ideas clearly in writing, in conversation, and through impactful presentations.
- Experience in coaching, feedback, and team development, with a focus on building high-performing teams.
- Comfortable using data and insights to spot trends, improve processes, and enhance customer experience.
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.
#LI-SJ1
Group Customer Outcomes Manager - Cheadle employer: The Automobile Association
The AA is an exceptional employer, offering a dynamic work environment in Cheadle where innovation and customer care are at the forefront of our mission. With a strong commitment to employee development, we provide diverse learning opportunities, generous benefits including 25 days annual leave, and a culture that champions inclusivity and teamwork. Join us to make a meaningful impact while enjoying a supportive workplace that values your contributions and well-being.
Contact Details:
The Automobile Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Group Customer Outcomes Manager - Cheadle
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The 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 The 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 Group Customer Outcomes Manager - Cheadle
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 The Automobile Association:Your cover letter is your chance to shine! Tell us why you want to work at The 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 The Automobile Association!
How to prepare for a job interview at The 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.
