Job Description

Company Description

Location: Oldbury residential

Employment Type: Full time permanent

Grade: CS1

Hours: Core flexible banding, with hours between 07:00 and 21:00

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Job Description

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Why Join Us?

Join one of The AA’s growing services and play a part in shaping how Mobile Mechanics supports customers across the UK.

Be at the heart of day-to-day delivery, working closely with customers, dispatchers and our Mobile Mechanics network to help create a smooth, reliable and consistently high-quality service.

This is the Job

Be part of a growing AA service that brings vehicle support directly to customers at a location convenient to them.

Mobile Mechanics is an exciting and fast-growing area of The AA, delivering service, maintenance and repair, as well as vehicle inspections, directly to our customers. As the service continues to grow and develop, this role will play an important part in keeping day-to-day delivery running smoothly and supporting a great customer experience.

Joining our dedicated indoor team, you’ll manage customer calls and email inboxes, create and manage appointments, and work closely with our dispatchers to keep customers informed about arrival expectations. You’ll also provide ongoing support to our network of Mobile Mechanics, helping colleagues deliver a consistent and dependable service.

You’ll thrive here if you communicate clearly, stay organised when priorities move quickly and take a proactive approach to solving problems in a fast-paced operational environment.

Key Responsibilities

• Respond to customer calls and queries, providing clear and helpful support that contributes to a positive customer experience.
• Manage customer email inboxes effectively so queries and requests are handled in a timely and organised way.
• Create and manage customer appointments, helping keep the Mobile Mechanics service organised and running smoothly.
• Work closely with dispatchers to manage customer arrival expectations and keep customers informed.
• Provide ongoing support to our network of Mobile Mechanics, helping outdoor colleagues deliver a consistently high level of service.
• Use a proactive approach to resolve day-to-day operational issues and help maintain effective service delivery.
• Contribute to the continued growth and development of Mobile Mechanics by supporting a reliable experience for customers and colleagues.

What Do I Need?

You’ll Bring

• Excellent verbal and written communication skills.
• Strong organisational skills, with the ability to manage calls, email inboxes and appointments effectively.
• A collaborative approach to working with dispatchers, Mobile Mechanics and colleagues across the service.
• The ability to work effectively in a fast-paced operational environment.
• A proactive approach to problem solving and changing priorities.
• A customer-focused approach to supporting a consistently high level of service.

Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

25 days' annual leave plus bank holidays, the option to buy additional holiday

Up to 7% employer pension contribution

Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance

24/7 GP access and wellbeing support for you and your family

A wide range of employee discounts, including our popular car salary sacrifice scheme