Sales Customer Service Advisor

The AA; Newcastle upon Tyne; Hybrid; GBP 24,000 - 29,000; 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 is hiring a Sales Customer Service Advisor in Newcastle. The role is hybrid after training, requiring three days per week in the office. Base salary is £26,550 with performance incentives up to £9,600, and 40 hours across Monday to Saturday shifts.

You’ll welcome and advise customers on Motor or Home Insurance, understand needs, explain options and help them choose the right cover. Training and ongoing support lead to competency and success.

Qualifications

• 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, Enjoys a challenge, Can influence, Takes ownership and backs the team.

Responsibilities

• 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.

Job description

Company Description/ Business UnitThis Is The Job

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.

Start Date: 2nd November 2026

If you have a holiday booked within the first 4–5 weeks of employment, your application will be reviewed before being progressed.

Interview Dates: 14th September–1st October 2026

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.

What will I be doing?

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.

What do I need?

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

Benefits

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 application

Apply and complete a series of games designed to help us understand your strengths and how they align with the role.

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.