Customer Advisor

The AA; Newcastle upon Tyne; Hybrid; GBP 27,000 - 36,000; Full time

Benefits offered by this job

23 days annual leave

Performance-based incentives

Pension scheme

Free AA breakdown membership

Discounts on AA products

Employee discounts

Job summary

The AA in Newcastle is seeking a Sales and Retention Customer Service Advisor to join our Motor Insurance Renewals and Retention team. This is a full-time role, hybrid after competency, with 40 hours per week, Monday to Friday 08:00–19:15 and alternate Saturdays.

You will talk to existing AA Insurance customers approaching renewal, listen to their needs, discuss price and policy options, and look for the best way to retain them while meeting customer and business targets.

Qualifications

• Experience in customer service or retention roles.
• Comfort talking about price, options and handling objections.
• Willing to learn and adapt.

Responsibilities

• Talk to existing AA Insurance customers about their motor insurance renewal.
• Get to know what’s important to each customer by listening and asking the right questions.
• Confidently discuss price, cover and the options available.
• Understand why a customer might be thinking of leaving and look for the right opportunity to retain them.
• Spot opportunities to talk about other products or services where they’re genuinely right for the customer.
• Work towards customer, retention and commercial targets while doing the right thing for the customer.
• Take ownership of each conversation and follow the processes and regulatory requirements that keep our customers protected.
• Keep your cool when it gets busy and give every customer the same great service.

Skills

Customer service

Communication

Relationship building

Active listening

Resilience

Job description

Company Description/ Business UnitThis Is The Job

Job Title: Sales and Retention Customer Service Advisor

Location: Newcastle – Hybrid after competency achieved (3 days per week in the office)

Salary: £26,550 + Performance-Related Incentives up to £9,600

Contract: Full time – Permanent

Hours: 40 hours over 5 days a week. Monday–Friday shifts between 08:00–19:15, with alternate Saturdays 09:00–17:15.

Start Date: 19th October 2026

If you have a holiday booked within the first 4–5 weeks of employment, your application will be reviewed before being progressed.

Interview Dates: 14th September–1st October 2026

Ready for a role where every conversation is different?

Our Motor Insurance Renewals and Retention team is all about conversations that make a difference.

You’ll speak to existing AA Insurance customers as they approach renewal. Some will be happy to stay, some will have questions about their price or cover, and some will be thinking about leaving. That’s where you come in.

You’ll listen, understand what’s important to them and confidently talk through their options. Sometimes that means making a change to their policy, sometimes it’s explaining the value of their cover, and sometimes it’s finding the right way to keep them with The AA.

It’s a role with real pace and clear targets. We want people who enjoy talking to customers, aren’t afraid of a challenge and get a buzz from achieving great results. You’ll be expected to deliver commercially, but never at the expense of doing the right thing for the customer.

And you won’t be doing it on your own. You’ll join a team that works hard, celebrates success and backs each other when things get busy.

We are the engine that keeps Britain moving. Come and be part of it.

What will I be doing?

• Talk to existing AA Insurance customers about their motor insurance renewal.
• Get to know what’s important to each customer by listening and asking the right questions.
• Confidently discuss price, cover and the options available.
• Understand why a customer might be thinking of leaving and look for the right opportunity to retain them.
• Spot opportunities to talk about other products or services where they’re genuinely right for the customer.
• Work towards customer, retention and commercial targets while doing the right thing for the customer.
• Take ownership of each conversation and follow the processes and regulatory requirements that keep our customers protected.
• Keep your cool when it gets busy and give every customer the same great service.

What are we looking for?

You don’t need to know everything about insurance – that’s our job to teach you. We’re looking for people who enjoy talking to customers, want to perform and are willing to learn.

You’ll Be Someone Who

Connects with people: You can build rapport, listen and explain things without making them complicated.

Enjoys a challenge: Targets motivate you and you want to know how you’re performing.

Can influence: You’re comfortable talking about price and value, handling objections and helping customers understand their options.

Takes ownership: You use feedback, learn from it and keep pushing yourself to improve.

Backs the team: You’ll celebrate other people’s success as well as your own and play your part in helping the whole team succeed.

Additional Information

What we’ll give you

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:

• 23 days annual leave plus bank holidays.
• Performance-related incentives, with earning opportunities increasing as you develop and become fully competent in the role.
• 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 giving you access to a car salary sacrifice scheme plus discounts on healthcare, shopping, holidays and more.
• Company-funded life assurance.
• Diverse learning and development opportunities to support your career progression.
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.

Plus, so much more!

Your interview

If your behavioural profile demonstrates the strengths needed for the role, you’ll be invited to a final-stage interview lasting approximately 60 minutes.

You’ll meet our friendly interviewers for a competency-based interview including a role play, giving you the chance to demonstrate how you communicate, understand customer needs and handle objections.

Training and going live on the phones

You’ll receive up to three weeks of expert training, followed by three months of dedicated support. Once competent, you’ll move to our hybrid model, spending three days per week in the Newcastle office.

Onboarding

Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract and everything you need for your first day.

Everyone is welcome at The AA

We’re an equal opportunities employer and welcome applications from everyone.

The AA values diversity and the difference this brings to our culture and customers. We actively seek people from diverse backgrounds so you can be yourself, be empowered to be your best and feel like you belong.

We have five communities that bring together people with shared characteristics and backgrounds and help drive positive change.