Household Customer Advisor

The Automobile Association; Royal Tunbridge Wells; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading automotive services provider is seeking a dedicated individual to join their First Notification of Loss (FNOL) department. In this role, you will support customers during critical times, demonstrating strong problem-solving skills and a proactive approach. The position offers a hybrid work model, comprehensive benefits including a competitive salary of £24,500 plus bonuses, and opportunities for personal development. Ideal candidates are self-starters who thrive in a fast-paced environment.

Benefits

25 days annual leave plus bank holidays

Worksave pension scheme with up to 7% employer contribution

Free AA breakdown membership

Discounts on products and health care

Company-funded life assurance

Diverse learning opportunities

Employee Assistance Programme

Gym membership after 6 months

Qualifications

• Ability to understand incoming information and make logical decisions quickly.
• Curious and eager to learn new information and apply it quickly.
• Proactive and takes pride and responsibility in work.
• Maintains composure in high-pressure situations.

Responsibilities

• Take inbound calls to initiate a claim.
• Gather information and determine the best course of action.
• Maintain knowledge of products and services.
• Use resources to provide excellent customer service.
• Record and manage complaints in accordance with the process.

Skills

Problem solving

Curiosity

Self-motivation

Resilience

Job description

Company Description/ Business Unit Location: Tunbridge Wells - hybrid 40% office work, 60% work from home. Salary: £24,500 plus up to 10% annual bonus. Contract: Full time - permanent. Hours: 37.5 hours over 5 days a week, Monday to Sunday shifts between 08:00 - 18:00.

Job Overview

You will become an expert in our products and a reliable point of contact for customers in the First Notification of Loss (FNOL) department. You’ll work in a fast‑paced environment, ensuring every customer feels supported during what can be a difficult time.

Responsibilities

• Take inbound calls from customers, third parties or authorised persons to initiate a claim.
• Use detailed processes to gather information and apply logic to determine the best course of action.
• Proactively maintain knowledge of products and services and learn new information to solve unique customer queries.
• Use available resources, tools and systems to provide the best customer service.
• Maintain focus and composure during peak call times, ensuring each customer receives consistent exceptional service.
• Assist the Claims Team with day‑to‑day workflow when needed.
• Accurately record and manage complaints or feedback in accordance with the complaints process.

Qualifications

• Problem solver – understand incoming information and make logical decisions quickly and efficiently.
• Explorer – curious, inquisitive, and eager to learn new information and apply it quickly.
• Self‑starter – proactive, takes pride and ownership in work.
• Smooth operator – cope well in pressurised situations, maintain resilience while managing setbacks.

Benefits

• 25 days annual leave plus bank holidays.
• Worksave pension scheme with up to 7% employer contribution.
• Free AA breakdown membership from Day 1 with 50% discount for family and friends.
• Discounts on AA products, health care, shopping, holidays, and more.
• Company‑funded life assurance.
• Diverse learning and development opportunities.
• Dedicated Employee Assistance Programme and 24/7 remote GP service.
• After 6 months: Technology and appliance vouchers, cycle‑to‑work scheme, gym membership, home health testing.
• After 12 months and beyond: Car salary sacrifice scheme, recognition for tenure milestones, and more.

We are an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference it brings to our culture and 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. In addition, we have five communities that bring together people with shared characteristics and backgrounds and drive positive change.