Customer Service Claims Advisor

The Automobile Association; Royal Tunbridge Wells; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

23 days annual leave

8 bank holidays

Free AA breakdown membership

Employee discount scheme

Discounts on AA products

Employee networks

Employee Assistance Programme

24/7 remote GP access

Workplace pension with employer 7%

Job summary

The Automobile Association (The AA) is seeking a customer-focused claims advisor based in Royal Tunbridge Wells. You’ll join our claims team and learn about motor claims through a structured training program, with support from our expert Academy.

You’ll focus on calming customers in stressful situations, asking great questions, listening and making informed decisions. A discretionary quarterly bonus is available in your first year, alongside any department bonuses.

Qualifications

• Must reassure customers and guide them through stressful motor claims.
• Training and support will build your knowledge of claims.
• Strong communication, listening and problem-solving are essential.
• Ability to stay calm and productive in a busy call-centre environment.

Responsibilities

• Reassure customers and guide them through the motor claim process.
• Work with colleagues to handle busy periods and share knowledge.
• Participate in AA Academy training to build claims knowledge.
• Identify appropriate solutions for customers based on their circumstances.

Skills

Empathy

Clear communication

Active listening

Questioning

Decision making

Team player

Commercial awareness

Customer service

Job description

As a valued AA recruit, you'll be eligible to earn a discretionary quarterly bonus during your first year of service, on top of any monthly bonus schemes available within your department.
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
  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., 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, 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 through up to three weeks of structured training, giving you the knowledge and skills you need. You'll then move into our Grad 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.