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Customer Service Representative

England,Kent,Tunbridge Wells
Up to £9.67 per hour
Closing date
7 Feb 2022

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Job Discipline
Experience Level
Contract Type
Full Time
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Job Details

Tate are currently working with The AA to recruit a number of Customer Service Representatives to start on the 17th January 2022.

Salary: £18,685 - £19,972 dep on exp and location with opportunity to progress through our career development ladder + annual bonus + excellent benefits

Location: Tunbridge Wells/remote working options
Hours: 2 shift patterns available dependant on the which area you apply for

FNOL Motor: Mon - Sun between hours of 8 am - 8 pm, 37.5 hours per week
FNOL including Membership: Mon - Sun between hours of 7.15am - 10.45pm, working 4 days on & 4 days off. Fully remote working.


Here at the AA and as part of our Motor Insurance Claims business in Tunbridge Wells, we are looking for people with a real passion for customer service with great communication skills and a positive 'can-do attitude'

As one of our Customer Service Advisors you will join our First Notification of Loss department (FNOL) working out of our Tunbridge Wells offices, remotely or a mix of the two, depending on your location.

This is a great role to start your career and to learn about or further your knowledge of the Insurance industry'
This could also be the perfect role for someone who wants the flexibility of having 4 days off together each week to suit their routine if you choose our Membership role option.

FNOL including Membership: Mon - Sun between hours of 7.15am - 10.45pm, working 4 days on & 4 days off. Fully remote working.

This is the job
The FNOL team deal with calls that come in from customers or third parties who are reporting a motoring incident and need to make a claim. At this point you will need to provide advice on how to make that claim and the process involved as well as taking details of the claim itself. This part is really key as often you will be dealing with customers who may be distraught and upset due to the nature of the call. Being able to put yourself in the shoes of the customer is what we do best.

What will I be doing?

You will be assessing the liability of the incident and offer advice and guidance giving an objective option on where the liability will eventually lie - and sometimes you may need to advise something they were not expecting such the liability sitting with the customer themselves so tact and empathy as well as confidence is important.

You will also be instructing suppliers such as repairers, solicitors and car hire companies where required and ensure these interventions are carried out in a timely manner for the customer.

We are really proud of the standard of customer service we deliver so you will need to ensure you meet these standards in every call you handle - the customer always being at the heart of everything you do.

In addition to this, if you decide to choose our Membership team option, you may also deploy AA yellow vans and take payment for services not covered under the membership policy.

What do I need?
· Experience in a Customer service environment - this can be retail, hospitality etc. Our training will cover the rest'
· A desire to do well
· Resilience and able to work under pressure
· Accuracy and attention to detail
· Positive and self-confident approach when dealing with customers
· Ability to utilise qualities such as empathy, tact, assertiveness and diplomacy when talking to our customers understanding that they could be distraught and concerned following an incident
· PC literate with good administrative skills
· Ability to take on increased ownership and responsibility when necessary
· Good written and spoken English as well as good numeracy skills

Why should I apply?
We are dedicated to your personal development. As a valued employee of the AA, you'll have access to a range of benefits, as well as learning and development opportunities including:??
· Discretionary annual performance related bonus scheme (up to 10% of salary)
· Clear Career Development Ladder - a commitment to support and coaching from day one to help you progress with associated salary increases
· Contributory pension scheme
· 25 days holiday + bank holidays
· 50% discount on AA membership in the first year and free thereafter
· Discounts on the wider AA products and services incl. car insurance, home insurance etc.
· Flexible working options
· Onsite parking

Other information
Depending on your location, you may be asked to work out of the Tunbridge Wells offices a minimum of 2 days per week. If you live 30 miles away or more and/or more than a 90-minute drive from Tunbridge Wells you will be classed as a home worker. If you choose our FNOL Membership department option then this will be classed as a fully home working role, regardless of location.

To express interest in this position, please apply or call Tate on 01582 692 543.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.


Founded in 1985, Tate is an award-winning recruitment consultancy with a proud history of meeting the temporary and permanent employment needs of high calibre businesses and talented professionals.

Trust is at the heart of everything Tate does. The first specialist agency to introduce a 100% satisfaction guarantee, Tate is trusted to find fulfilling career opportunities for its talented Marketing candidates and to find the right Marketing talents to deliver for clients’ business goals.

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Capability Green
United Kingdom
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