Customer Advisor

Automobile Association; Royal Tunbridge Wells; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

23 days leave + bank holidays

Free AA breakdown membership

Employee discount scheme

Discounts on AA products

Employee networks

Pension scheme

Job summary

Automobile Association in Tunbridge Wells is recruiting for an inbound contact centre advisor. You’ll support customers at a stressful moment, gathering information and guiding next steps with empathy and clear guidance.

You’ll learn through structured training and ongoing support, working 37.5 hours per week in a hybrid setup with the AA’s trusted service standards. A discretionary quarterly bonus is available in your first year.

Qualifications

• No prior knowledge required on motor claims; training will be provided.
• You should be calm, empathetic and enjoy helping people.
• Strong listening and questioning skills to get to the heart of a situation.

Responsibilities

• Take inbound customer calls during stressful moments.
• Gather information, assess liability, and guide next steps.
• Provide empathetic, clear guidance and problem-solve on the spot.
• Identify opportunities to offer third-party claims services.

Skills

Empathy

Communication

Active listening

Decision-making

Commercial awareness

Job description

Tunbridge Wells | Hybrid | Full-time, Permanent

Salary:£24,890 plus up to 10% annual bonus
Hours:37.5 hours per week, 5 days a week
Shifts:Monday to Sunday, between 7:15am and 10:45pm
Interviews:Beginning 14 September
Start date:19 October 2026

Important:Annual leave taken within your first four weeks may affect eligibility.

Be the reassuring voice our customers need when it matters most

When someone has been involved in a car accident, their next call can make a huge difference to how they feel about what happens next.

That's where you come in.

We're looking for confident, caring and commercially minded people to join our inbound contact centre team in Tunbridge Wells. You'll be there for customers at a stressful and uncertain moment, listening to what's happened, asking the right questions and helping them understand the next steps.

You’ll gather the information we need, help establish liability and find the right solution for each customer - combining empathy and good judgement with the brilliant service people expect from the AA.

Why you'll enjoy this role

• Make a real difference - reassure and guide customers through what can be a stressful experience
• Solve different challenges every day - no two calls are the same, so you'll use your judgement to find the right way forward
• Build valuable expertise - develop your knowledge of claims, liability and confident decision-making
• Make a commercial impact - identify opportunities to offer our third-party claims service, helping customers find the right solution for their circumstances
• Be part of a supportive team - work alongside colleagues who share knowledge, tackle busy periods together and celebrate success

What we’re looking for

You don't need to know everything about motor claims from day one, we'll give you the training and support to build your knowledge.

What matters most is how you approach people and problems. We're looking for someone who:

• Is calm, empathetic and genuinely enjoys helping people
• Communicates clearly and confidently, even during difficult conversations
• Knows how to listen, ask great questions and get to the heart of a situation
• Can assess information and make sensible, informed decisions
• Stays composed and positive in a busy, fast-paced environment
• Has good commercial awareness and wants to achieve great outcomes for both our customers and the business

Additional Information

We want you to feel rewarded for the contribution you make.

As a valued AA recruit, you'll be eligible to earn adiscretionary quarterly bonus during your first year of service, on top of any monthly bonus schemes available within your department.

You'll also enjoy:

• The opportunity to learn and grow within a team that’s as supportive as it is driven
• 23 days' annual leave plus 8 bank holidays
• Free AA breakdown membership
• An employee discount scheme with savings on healthcare, shopping, holidays and more
• Discounts on AA products, including car and home insurance
• Access to employee inclusivity and awareness networks
• A dedicated Employee Assistance Programme
• 24/7 remote GP access for you and your family
• A Worksave pension scheme with up to 7% employer contribution

What happens after you apply?

Your application

We believe there's much more to being great at this job than what's written on your CV.

Once you apply, you'll be invited to complete a series of games designed to help us understand your natural strengths and behaviours and how well they match the role.

Your interview

If your behavioural profile is a good match for the role and environment, we'll invite you to a final-stage interview.

It'll last around 60 minutes and give you the chance to meet our friendly interviewers, tell us more about yourself and show us how you'd approach the role through a competency-based interview and role play.

Getting you ready for the role

Once you've accepted your offer and completed your pre-employment checks, you'll receive your contract and your journey with us begins.

You won't be expected to know everything straight away. Our expert Academy team will take you throughup to three weeks of structured training, giving you the knowledge and skills you need.

You'll then move into ourGrad Bay, where you can put your training into practice with additional support around you.

By the time you join your permanent team and go live on the phones, we want you to feel confident, capable and ready to make a difference.

Ready to turn difficult moments into better ones? Join us and help keep our customers moving forward.