Customer Service Claims Advisor

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

Benefits offered by this job

Discretionary quarterly bonus

23 days annual leave + 8 bank holidays

Free AA breakdown membership

Employee discount scheme

Discounts on AA products (car and home

Employee Inclusion networks

24/7 remote GP access

Worksave pension scheme with up to 7%

Job summary

The Automobile Association in Tunbridge Wells invites applications for an inbound contact centre adviser on a hybrid, full-time basis. You will support customers during stressful situations, collect details, assess liability and guide next steps with empathy and clear judgment.

You’ll be trained to handle motor claims knowledge, communicate effectively, and work within a supportive team that values service quality and commercial awareness.

Qualifications

• You don’t need to know everything about motor claims from day one; training will be provided.
• You approach people and problems with empathy and good judgement.
• Remain calm and positive in a busy, fast-paced environment while helping customers.

Responsibilities

• Be the reassuring voice for customers during stressful moments and collect required information.
• Assess information and help establish liability and next steps.
• Identify opportunities to offer our third-party claims service and deliver the right solution.

Skills

Calm

Empathy

Clear communication

Active listening

Judgement/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 a discretionary 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