Customer Service Advisor

The AA; Royal Tunbridge Wells; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

23 days annual leave

8 bank holidays

Free breakdown membership

Employee discount scheme

Discounts on AA products

Employee inclusivity networks

Employee Assistance Program

Pension with employer contributions

Job summary

The AA in Tunbridge Wells is hiring a Customer Service Advisor - CCU for a hybrid role. You will handle inbound calls, resolve queries and process vehicle damage claims from start to finish, delivering outstanding service every time.

You will develop product knowledge, support a wide range of customer needs, and stay calm under pressure in a fast-paced team. The position offers 37.5 hours weekly, 3 days in office, and a salary of £24,890 with up to 10% bonus.

Qualifications

• You’ll handle inbound customer calls, resolving queries and managing vehicle damage claims from start to finish, while delivering outstanding customer service throughout.
• You’ll gather key information using structured scripts and apply judgement to determine the best course of action.
• You’ll continuously build your knowledge of products and services to support a wide range of customer needs.
• You’ll stay focused and composed during busy periods, ensuring every customer receives a consistent, high-quality experience.

Responsibilities

• Handle inbound customer calls, resolving queries and managing vehicle damage claims from start to finish, while delivering outstanding customer service.
• Gather key information using structured scripts and apply judgement to determine the best course of action.
• Continuously build your knowledge of products and services to support a wide range of customer needs.
• Use available tools and resources to deliver the best possible outcomes.
• Stay focused and composed during busy periods, ensuring every customer receives a consistent, high-quality experience.

Job description

This is the job

This is the job

Job Title: Customer Service Advisor - CCU

Location: Tunbridge Wells

Workstyle: Hybrid (3 days per week in the office)

Salary: £24,890 plus up to 10% annual bonus

Start Date: 28th September 2026 (Please note if you have annual leave within the first 4 weeks of employment - your application may not be automatically progressed)

Hours: An average of 37.5 hours per week Monday to Friday between 8.30am and 5.30pm

Do you get a kick out of solving problems? Are you energized by speaking to customers? Well then, we just might make your day!

You’ll develop strong expertise in our products, becoming someone customers can rely on when they need us most. In a fast-paced environment, you’ll ensure every customer receives the right cover while feeling valued and supported. As part of our front-line team, you’ll help shape the experience our customers expect from the AA. Some calls may be more complex or involve distressed customers, so teamwork is key, with colleagues supporting each other through challenging situations.

What will I be doing?

You’ll handle inbound customer calls, resolving queries and managing vehicle damage claims from start to finish, while delivering outstanding customer service throughout.

Day To Day, You Will

• Gather key information using structured scripts and apply judgement to determine the best course of action
• Continuously build your knowledge of products and services to support a wide range of customer needs
• Use available tools and resources to deliver the best possible outcomes
• Stay focused and composed during busy periods, ensuring every customer receives a consistent, high-quality experience

You’ll work in a fast-paced, supportive team that sets the standard for what customers expect from our iconic brand, always striving to deliver a first-class experience.

We’re looking for someone to become:

A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently

An explorer: you’ll need be curious and inquisitive; learning new information and applying it quickly

A self-starter: you’ll be proactive taking pride and ownership in your work

A smooth operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively

Additional Information

Here’s what we offer you:

• The opportunity to join and learn within a team that’s as driven as they are supportive
• 23 days annual leave+ 8 bank holidays
• Free breakdown membership
• Employee discount schemethat gives you access to great discounts on healthcare, shopping, holidays and more
• Discounts on AA productsincluding car and home insurance
• Access to employee inclusivity awareness networks
• DedicatedEmployee Assistance Programmeto support with mental health
• Worksavepensionscheme with up to7% employer contribution

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.

The Recruitment Process

Your application

We believe that you can be a great fit for this job based on your behaviours and natural abilities.

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 3 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.