Customer Service Advisor

The AA; Newcastle upon Tyne; On-site; GBP 27,000 - 56,000; Full time

Benefits offered by this job

Breakdown membership

Product discounts

Health & wellbeing programme

25 days holiday

Free parking

Transport links

Pension plan

Upskilling opportunities

Employee discounts

Inclusion networks

Job summary

Automobile Association Developments Ltd. is seeking a Customer Service Advisor to deliver a world‑class customer experience for insurance queries from our Quorum Park team in Newcastle upon Tyne. You will handle inbound calls, explain policy options, and guide customers through updates and online accounts.

The role offers hybrid working (3 days in the office) with 40 hours per week and a competitive benefits pack including discount schemes and generous annual leave.

Qualifications

• Experience in customer service or call handling.
• Clear guidance and reassurance when explaining policies.
• Comfort with handling complex insurance queries.
• Ability to navigate online accounts and policy updates.
• Collaborative team player who supports a positive work environment.
• Demonstrates AA values and customer‑focused mindset.

Responsibilities

• Handle inbound calls from new and existing customers, resolving queries efficiently.
• Provide world‑class customer service in every interaction.
• Assist with changes and updates to existing policies.
• Guide customers through online accounts and self-service options.
• Deliver clear, confident explanations of policy terms and coverages.
• Support colleagues to maintain a healthy, productive team environment.
• Promote AA culture and values in every customer interaction.

Skills

Customer service

Communication

Teamwork

Problem solving

Job description

Job Title: Customer Service Advisor
Location: Quorum Business Park, Newcastle upon Tyne, NE12 8EX
Salary: £26,550 + up to £5400 in performance related bonuses
Contract: Full time – Permanent - Hybrid Working (3 days a week in office after competency)
Hours: 40 hours over 5 days a week, Monday to Friday shifts between 8am – 7:15pm and alternate Saturday shifts between 9am – 5:15pm

Here at the AA, we’re committed to giving drivers confidence on the road — and we’ll give you the confidence to deliver a truly world‑class customer experience. In return for your dedication, you’ll be recognised and rewarded through our competitive incentive scheme.

Whatever the nature of the call, your commitment to doing the right thing for the customer ensures they receive the best possible outcome, every time. You’ll thrive in a fast‑paced environment, supported by a team that has each other’s backs and sets the standard for what customers can expect from our iconic and trusted brand.

Here's what we offer you

• FreeAA breakdown membership from day one, giving you peace of mind wherever you go
• Exclusive discounts on AA productsincluding car and homeinsurance
• A fantastic employee discount schemeoffering great discounts onhealthcare, shopping, tech vouchers, holidays, and more
• Wellbeing support when you need it, including a dedicated Employee Assistance Programme and 24/7 remote GP access for you and your family
• 25 days annual leave, with the option to purchase additional holidays to suit your lifestyle
• Free onsite parking and great transport links from the city centre (free shuttle bus service from Quorum Park and Four Lane Ends metro)
• Special offers and events through the Quorum Park app, with access to exclusive discounts and community activities
• Access to employee inclusivity awareness networks, helping you connect, belong and thrive
• A competitive worksavepensionscheme with up to7% employercontribution
• The potential to upskill into other areas to increase your earning potential
• Plus, so much more!

What will the role involve?

• Supporting customers with complex insurance queries, providing clear guidance and reassurance
• Delivering a world‑class customer service experience in every interaction
• Handling inbound calls from both new and existing customers, resolving queries efficiently and professionally
• Making changes and updates to existing policies accurately and in line with customer needs
• Assisting customers with online account queries, helping them navigate and manage their services
• Working collaboratively with your team to help maintain a healthy, positive, and thriving work environment
• Actively promoting and supporting the culture of the AA by living and demonstrating the company values
• Resolving customer complaints with empathy, professionalism and a focus on fair outcomes

We’re looking for someone to become:

• A natural motivator: You stay focused on your goals and bring determination and drive to everything you do
• A strong socialiser: You build effective relationships with ease, adapting your approach and thriving in a people‑focused environment
• A proactive self‑starter: You take ownership and pride in your work, stepping forward to get things done without needing to be prompted
• A calm and composed operator: You handle pressure confidently, stay resilient, and navigate setbacks with a steady and solutions‑focused mindset

Additional Information

The Recruitment Process

We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you.

Your interview

If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60mins. You’ll meet with our friendly interviewers for a competency‑based interview that contains a role play.

Onboarding

Once we’ve made you an offer and completed your pre‑employment checks, you’ll receive your contract.

Training and going live on the phones!

Training will be conducted by our expert Academy team for up to 4 weeksfollowed by a period in our Grad Bay to get you fully confident in your role before joining your team.