Our claim handlers are the voice of our business, supporting customers when they need us most.
You’ll play a key role in delivering a responsive, empathetic service and helping people through what can often be stressful situations.
About the Role
This is a fast-paced and varied role where no two days are the same. You’ll manage your own caseload while responding to enquiries via phone and email, balancing multiple priorities throughout your day.
You’ll be part of a supportive team that works collaboratively to deliver excellent customer experiences.
As our service supports customers during unexpected events (such as fires or burst pipes), you’ll also take part in an out-of-hours emergency rota, with additional pay.
Working Hours
- 37.5 working hours per week, with an additional paid 30-minute break each day
- Rota across:
- Monday-Friday 8.30am to 7pm, Saturday 10am to 4pm (typically one per month, with a full day off in lieu)
We’re looking for people who:
- Are customer-focused, empathetic and professional
- Stay calm and organised under pressure
- Can manage competing priorities and work accurately
- Communicate clearly and build strong relationships
- Are confident using IT systemsCustomer service experience, combined with a genuine passion for delivering exceptional service, is essential.
- We also value a positive, can–do attitude and a willingness to learn.
Key Accountabilities / Activities:
- Play a vital role in the team, assisting colleagues and the Team Leader as requested
- Co-operate and communicate with colleagues and management in a professional way, demonstrating effective teamwork and expected standards of behaviour
- Assist with all new and existing instructions for emergency and alternative accommodation
- Ensure daily activities are completed in the set timeframes as set down by Team Leader: First calls, Boards: Tonights/Arrivals/Departures
- Review and update your Weekly Board daily
- Regularly review @help inbox and team folder, colour coding and allocating/filing emails accordingly for self and team to action within SLAs
- Focused on the efficiency of the AA service: the right solution offered at the right time within SLAs. Getting it right first time
- Support with our out of hours emergency service
What We Offer
In return, you’ll enjoy a supportive, rewarding, and fun place to work, with great perks and opportunities to grow:
- Paid breaks
- A fun & professional workplace culture
- Competitive pay & company bonus scheme
- Hero of the Month recognition for those who go above and beyond
- Ongoing training & career development
- Monthly incentives
- Healthcare cashback scheme*
- Exclusive employee discounts through HotelshopUK & Great Little Breaks*
- Parties & social events
- Flexible working options*
- Opportunities to give back to the local community
(*Qualifying period applies)
If you’re passionate about helping others, love providing great customer service, and want a career where every day makes a difference — we’d love to hear from you.
- CLOSING DATE FOR ALL APPLICATIONS - Friday 31st July 2026.
Job Type: Full-time
Pay: £27,768.00-£29,432.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Private medical insurance
- Referral programme
Work Location: In person
