Sales Customer Service Advisor

The AA; Newcastle upon Tyne; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

23 days annual leave

Performance-related incentives

Worksave pension scheme

Free AA breakdown membership

Discounts on AA products

Employee discount scheme

Company-funded life assurance

Learning and development opportunities

Employee Assistance Programme

Job summary

The AA in Newcastle is seeking a Sales Customer Service Advisor for a full-time, hybrid role (after competency achieved, three days a week in the office). You’ll engage with customers looking to insure motors or homes, explain options, and guide them to the right cover. You’ll work toward clear targets while delivering trusted service.

Expect a base of £26,550 with performance incentives up to £9,600. Training precedes live phone work, and you’ll join a supportive team in a fast-paced

Qualifications

• You’ll be comfortable talking to customers and explaining options clearly.
• You should be able to listen to customers and understand their needs.
• You will discuss price and value, guiding decisions while protecting the customer.

Responsibilities

• Talk to new customers interested in AA Motor or Home Insurance.
• Listen and ask questions to understand customer needs.
• Explain price, cover and options clearly and simply.
• Help customers choose the right level of protection.
• Explain the value of AA Insurance and build customer confidence.
• Identify opportunities to discuss other products where appropriate.
• Work toward customer and commercial targets while doing right by the customer.
• Take ownership of each conversation and follow processes/regulatory requirements.
• Maintain composure and deliver consistent, high-quality service.

Skills

Customer service

Communication

Rapport building

Listening

Price negotiation

Job description

Job Title:Sales Customer Service Advisor
Location:Newcastle – Hybrid after competency achieved (3 days per week in the office)
Salary:£26,550 + Performance-Related Incentives up to £9,600
Contract:Full time – Permanent
Hours:40 hours over 5 days a week. Monday–Friday shifts between 08:00–19:00, and Saturdays 09:00–17:00.

Ready for a role where every conversation is different?

Our Motor & Home Insurance team is all about conversations that make a difference. You’ll speak to new customers who are looking to protect their car or home with The AA. Every customer is different. Some will know exactly what they’re looking for, while others will need help understanding their options and choosing the cover that’s right for them. That’s where you come in. You’ll listen, understand what’s important to each customer and confidently talk them through the options available.

You’ll make insurance straightforward, explain the value of our cover and help customers make an informed decision about protecting the things that matter to them. It’s a role with real pace and clear targets. We want people who enjoy talking to customers, aren’t afraid of a challenge and get a buzz from achieving great results.

You’ll be expected to deliver commercially, but never at the expense of doing the right thing for the customer. And you won’t be doing it on your own. You’ll join a team that works hard, celebrates success and backs each other when things get busy.

We are the engine that keeps Britain moving. Come and be part of it.

In this role you’ll:

• Talk to new customers who are interested in taking out AA Motor or Home Insurance
• Get to know what’s important to each customer by listening and asking the right questions to understand their needs
• Confidently discuss price, cover and the options available, making things clear and easy to understand
• Help customers find the right level of protection for their needs and confidently guide them through taking out their policy
• Explain the value of AA Insurance and give customers the confidence to choose us for their Motor or Home Insurance
• Spot opportunities to talk about other products or services where they’re genuinely right for the customer
• Work towards customer and commercial targets while always doing the right thing for the customer
• Take ownership of each conversation and follow the processes and regulatory requirements that keep our customers protected
• Keep your cool when it gets busy and give every customer the same great service

Who we're looking for

You don't need to know everything about insurance – that's our job to teach you.

We're looking for people who enjoy talking to customers, want to perform and are willing to learn.

You’ll be someone who:

Connects with people: You can build rapport, listen and explain things without making them complicated

Enjoys a challenge: Targets motivate you and you want to know how you're performing.

Can influence: You're comfortable talking about price and value, handling objections and helping customers understand their options

Takes ownership: You use feedback, learn from it and keep pushing yourself to improve

Backs the team: You'll celebrate other people's success as well as your own and play your part in helping the whole team succeed

Additional Information

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:

• 23 days annual leave plus bank holidays
• Performance-related incentives, with earning opportunities increasing as you develop and become fully competent in the role
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1, plus 50% discount for family and friends
• Discounts on AA products, including car and home insurance
• Employee discount scheme giving you access to a car salary sacrifice scheme plus discounts on healthcare, shopping, holidays and more
• Company-funded life assurance
• Diverse learning and development opportunities to support your career progression
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

The Recruitment Process

Your interview

If your behavioural profile demonstrates the strengths needed for the role, you'll be invited to a final-stage interview lasting approximately 60 minutes.

You'll meet our friendly interviewers for a competency-based interview including a role play, giving you the chance to demonstrate how you communicate, understand customer needs and handle objections.

Training and going live on the phones

You'll receive up to three weeks of expert training, followed by three months of dedicated support. Once competent, you'll move to our hybrid model, spending three days per week in the Newcastle office.

Onboarding

Once we've made you an offer and completed your pre-employment checks, you'll receive your contract and everything you need for your first day.

Everyone is welcome at The AA

We're an equal opportunities employer and welcome applications from everyone.

The AA values diversity and the difference this brings to our culture and customers. We actively seek people from diverse backgrounds so you can be yourself, be empowered to be your best and feel like you belong.

We have five communities that bring together people with shared characteristics and backgrounds and help drive positive change.