Customer Service Advisor - Outbound Claims Support

Confidential; Tunbridge Wells; Hybrid; GBP 34,164,000 - 39,950,000; Full time

Job summary

Confidential in Tunbridge Wells is seeking a Customer Service Advisor to join our front-line claims team on a hybrid basis. The role is 37.5 hours per week, Monday to Friday, 8:30am-5:30pm, with an initial 6-month contract and a view to permanent, starting 19 October 2026.

You will make outbound calls to progress claims, gather information, and guide customers through their claim journey while staying calm and empathetic even when customers are upset.

Qualifications

• Previous customer service experience in a call centre/telephony environment.
• Proactive approach and initiative.
• Good written English for case notes and communications.
• Strong verbal communication and professional phone manner.
• Calm and empathetic when dealing with frustrated customers.

Responsibilities

• Make outbound calls to progress claims with customers and stakeholders.
• Gather information, assess claims, and determine next steps.
• Continuously learn about products and claims processes.
• Use available tools and resources to achieve best outcomes.
• Manage workload, stay organized and deliver consistent service.

Skills

Customer service

Phone/telephony

Communication skills

Written English

Empathy

Proactive attitude

Job description

CUSTOMER SERVICE ADVISOR - CCU/OUTBOUND CLAIMS SUPPORT

Location: Tunbridge Wells
Workstyle: Hybrid (3 days per week in the office)
Hours: 37.5 hours per week, Monday to Friday, 8:30am-5:30pm
Rate: 12.73 per hour via PAYE
Start Date: 19th October 2026
Contract: Initially 6 months with a view to permanent, subject to performance meeting expected levels

ABOUT THE ROLE

Do you get a kick out of solving problems? Are you energized by speaking to customers? We're looking for a Customer Service Advisor to join our front-line claims team and help us deliver a seamless experience to customers when they need it most.

You'll develop strong expertise in our claims processes and services, becoming someone customers can rely on following an incident. Through proactive outbound contact, you'll guide customers through their claim journey, keeping them informed and ensuring they receive the right support at the right time.

Working in a fast-paced, supportive environment, you'll help deliver the level of service our customers expect from the AA. Some conversations may be complex or involve customers who are upset or frustrated-but that's where teamwork shines. Our colleagues support each other through challenging situations to achieve the best outcomes for our customers.

WHAT YOU'LL BE DOING

• 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

ABOUT YOU

• 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-your communication style is key to creating a great customer experience
• The ability to remain calm and empathetic when dealing with frustrated customers

IMPORTANT NOTE

Please note: if you have annual leave within the first 4 weeks of employment, your application may not be automatically progressed.