Job Description

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Company Description/ Business Unit

Location:

Tunbridge Wells hybrid (3x per week in the office)

Employment Type:

Permanent

Salary:

Up to 26k D.O.E.

Hours:

37.5 hours per week contact centre opening hours are 8-6 Monday - Friday



Think the AA is just about roadside assistance? Think again!



As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?



#LI-CL1 #LI-Hybrid

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This is the job

As a Household Claims Handler at the AA, you'll play a key role in delivering exceptional customer service by managing a portfolio of household insurance claims. You'll take full ownership of each case, guiding it from initial report through to resolution, and ensuring customers feel supported throughout what can be a challenging time.



Claims may involve a range of incidents including accidental damage, storm, flood, escape of water or burst pipes, theft, fire, and impact. You'll have the opportunity to specialise in a particular area of property claims, allowing you to build expertise and add real value.



Your focus will be on providing a smooth, empathetic, and efficient claims experience. This means keeping customers informed, managing expectations, and working closely with internal teams and external partners to ensure every aspect of the claim is handled professionally and promptly.

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What will I be doing?

In this role, you'll be responsible for managing a portfolio of household insurance claims, ensuring each case is handled efficiently, fairly, and with empathy. You'll be the key point of contact for customers, guiding them through the claims process and keeping them informed every step of the way.



Your responsibilities will include:

Handling a range of household claims

, ensuring timely and fair resolution.

Maintaining service level agreements (SLAs)

and keeping customers updated on progress.

Liaising with our supply chain partners

to coordinate services and repairs.

Managing complaints and dissatisfaction

in line with our formal processes.

Accurately recording claim details

, assessing coverage based on policy terms, and advising customers clearly if any part of the claim isn't covered.

Supporting team and departmental projects

, contributing to improvements in cost, service, and process efficiency
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What do I need?

To thrive in this role, you'll bring a mix of experience, skills, and personal qualities that help you deliver exceptional service and handle claims with confidence and care.



Capability, Knowledge & Experience


Experience in handling Household property claims is preferred Familiarity with both buildings and contents claims is a plus Strong written and verbal communication skills Sharp attention to detail Effective time management and organisational abilities
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Additional Information

We're always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you'll have access to a range of benefits including:


25 days annual leave plus bank holidays + holiday buying scheme Worksave pension scheme with up to 7% employer contribution Free AA breakdown membership from Day 1 plus 50% discount for family and friends Discounts on AA products including car and home insurance Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more Company funded life assurance Diverse learning and development opportunities to support you to progress in your career Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!


We're an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.



As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.



We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.