Claims Support Advisor – Outbound Customer Care

The AA; Royal Tunbridge Wells; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

The AA is seeking a Customer Service Advisor to join the front-line claims team in Tunbridge Wells on a hybrid basis (3 days in the office). The role runs 37.5 hours per week, Monday to Friday, 8:30am-5:30pm, with a PAYE rate of £12.73 per hour.

Start date is 19 October 2026 for an initial 6-month contract with a view to permanency, subject to performance. As part of a fast-paced, supportive environment, you’ll guide customers through their claim journey, staying informed and delivering the

Qualifications

• Previous customer service experience, ideally within a call centre or telephony environment.
• A proactive approach—someone who takes initiative and doesn’t wait to be told what to do.
• Good written English for case notes and internal communications.
• Strong communication skills and professional demeanour on the phone.
• The ability to remain calm and empathetic when dealing with frustrated customers.

Responsibilities

• Make outbound calls to customers, third parties, repairers, and other stakeholders to progress claims efficiently
• Gather key information, assess claim circumstances, and use your judgement to determine the best course of action
• Continuously build your knowledge of our products, services, and claims processes to support diverse customer needs
• Use available tools and resources to deliver the best possible outcomes
• Manage your workload effectively, staying organised and focused while maintaining consistent, high-quality service

Skills

Customer service experience

Proactive approach

Written English

Communication skills

Empathy

Job description

The AA is seeking a Customer Service Advisor to join the front-line claims team in Tunbridge Wells on a hybrid basis (3 days in the office). The role runs 37.5 hours per week, Monday to Friday, 8:30am-5:30pm, with a PAYE rate of £12.73 per hour.

Start date is 19 October 2026 for an initial 6-month contract with a view to permanency, subject to performance. As part of a fast-paced, supportive environment, you’ll guide customers through their claim journey, staying informed and delivering the