Job Description

Job Title:     Customer Service Advisor 

Location:     Quorum Business Park, Newcastle upon Tyne, NE12 8EX

Salary:         £26,550

Contract:     Full time – Permanent - Hybrid Working (3 days a week in office after competency)

Hours:         40 hours over 5 days a week, Monday to Friday shifts between 8am – 7:15pm and alternate Saturday shifts between 9am – 5:15pm

Here at the AA, we’re committed to giving drivers confidence on the road — and we’ll give you the confidence to deliver a truly world‑class customer experience. In return for your dedication, you’ll be recognised and rewarded through our competitive incentive scheme.

Whatever the nature of the call, your commitment to doing the right thing for the customer ensures they receive the best possible outcome, every time. You’ll thrive in a fast‑paced environment, supported by a team that has each other’s backs and sets the standard for what customers can expect from our iconic and trusted brand.

Here's what we offer you

• Free AA breakdown membership from day one, giving you peace of mind wherever you go
• Exclusive discounts on AA products including car and home insurance
• A fantastic employee discount scheme offering great discounts on healthcare, shopping, tech vouchers, holidays, and more 
• Wellbeing support when you need it, including a dedicated Employee Assistance Programme and 24/7 remote GP access for you and your family
• 25 days annual leave, with the option to purchase additional holidays to suit your lifestyle
• Free onsite parking and great transport links from the city centre (free shuttle bus service from Quorum Park and Four Lane Ends metro)
• Special offers and events through the Quorum Park app, with access to exclusive discounts and community activities
• Access to employee inclusivity awareness networks, helping you connect, belong and thrive
• A competitive worksave pension scheme with up to 7% employer contribution
• The potential to upskill into other areas to increase your earning potential
• Plus, so much more!

What will the role involve?

• Supporting customers with complex insurance queries, providing clear guidance and reassurance
• Delivering a world‑class customer service experience in every interaction
• Handling inbound calls from both new and existing customers, resolving queries efficiently and professionally
• Making changes and updates to existing policies accurately and in line with customer needs
• Assisting customers with online account queries, helping them navigate and manage their services
• Working collaboratively with your team to help maintain a healthy, positive, and thriving work environment
• Actively promoting and supporting the culture of the AA by living and demonstrating the company values
• Resolving customer complaints with empathy, professionalism and a focus on fair outcomes

We’re looking for someone to become:​

• A natural motivator: You stay focused on your goals and bring determination and drive to everything you do
• A strong socialiser: You build effective relationships with ease, adapting your approach and thriving in a people‑focused environment
• A proactive self‑starter: You take ownership and pride in your work, stepping forward to get things done without needing to be prompted
• A calm and composed operator: You handle pressure confidently, stay resilient, and navigate setbacks with a steady and solutions‑focused mindset

Apply now to unleash your potential!

Additional Information

The Recruitment Process

Your application

We believe that you can be a great fit for this job based on your behaviours and natural abilities. Once you apply, you’ll receive a series of games to help us get to know you.

Your interview

If you fit the behavioural profile to thrive within the role and environment, you will then be invited to attend a final stage interview which lasts approximately 60mins. You’ll meet with our friendly interviewers for a competency-based interview that contains a role play.

Onboarding

Once we’ve made you an offer and completed your pre-employment checks, you’ll receive your contract.

Training and going live on the phones!

Training will be conducted by our expert Academy team for up to 4 weeks followed by a period in our Grad Bay to get you fully confident in your role before joining your team.