Customer Operations

Customer Operations deliver the first class Customer service that we are famous for.

Our colleagues are the
heartbeat of the organisation.

Knowledgeable and experienced.

Locations

We operate from our three main customer operations offices – Oldbury, Newcastle and Cheadle, and we also have operations in Royal Tunbridge Wells and Cardiff.

Our offices are designed with collaboration in mind. Open, spacious, modern and airy, they’re the perfect places to come together and collaborate with your team.

Training

For new Customer Operations colleagues, we provide a very thorough induction. Combining trainer led classes and the best eLearning solutions, we aim to start everyone off on the right foot.

But the support doesn’t end there. Our culture is one of continuous development, and many of our sites have what we call a ‘Grad bay’ where we support new starters to build their confidence.

Working patterns

Customer Operations is no nine-to-five, Monday-to-Friday job. Our customers need us to be there at all times, that’s why some of our contact centres are open 24 hours a day, seven days a week. We have a variety of different shift patterns to support this.

Responsibilities

Arranging assistance for our members who have broken down
Providing people with information about our products and services
Looking after home and car insurance quotes and sales
Handling insurance claims from our customers
Selling membership to new customers
Retaining existing members
Arranging lessons for learner drivers
Handling customer complaints

Emergency Breakdown Customer Service Advisor

There for our customers in times of need, you’ll be a source of support and expertise for our customers to lean on. Answering around 100 calls a day, you’ll handle anything from standard breakdown calls to providing safety advice, updating and changing policies to dealing with dissatisfied or vulnerable customers. Some of these calls might be complex, so there’s a strong focus on teamwork, and you’ll be part of a support system that has your back.

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Sales, Service and Retention Customer Service Advisor

Someone our customers can turn to for expert knowledge and guidance, you’ll make sure each and every one of our customers can count on the right product or cover, every single time. Prioritising our trademark excellent customer service, you’ll put our customers first, all in a culture that gives you everything you need to thrive.

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Claims Handlers

When incidents or claims are reported, you’re the person our customers turn to. They put their trust in you to support them through stressful times. Using the information from customer, third party and AA breakdown member calls, you’ll use your product and services knowledge to determine the best course of action and solve each unique query.

Learn more

Ready to hear more?
Check out our vacancies here.

Our roles