Customer Performance Manager

Company Description/ Business Unit

This is the job

Location: Field Based - Worcester

Contract Type: Full Time, Permanent

Level: L6

Salary: Up to £69,193.22

As a Customer Performance Manager, you’ll lead a team of Performance Leaders and Patrols across a large geographical area.

Your mission? To deliver exceptional service to our customers while ensuring operational excellence and strong business outcomes. You’ll be a strategic leader, a people manager, and a performance driver—ensuring every customer interaction reflects the AA’s values and commitment to quality.

What will I be doing?

• Drive performance and engagement across your area, using data and insight to guide decisions
• Manage a significant operational budget, identifying efficiencies without compromising service
• Collaborate with stakeholders to resolve operational challenges and deliver against SLAs
• Develop and implement efficient transport strategies
• Ensure compliance with FCA, DVSA, and health & safety regulations
• Embed a culture of “Treating Customers Fairly” across your team and contractor network
• Identify and address underperformance, while nurturing talent and promoting continuous improvement
• For areas of responsibility, ensure that emerging risks are identified, assessed, recorded in the departmental risk register, and escalated to senior management when necessary

What do I need?

• Proven experience in a senior operational management role, dealing with a remote workforce
• Strong knowledge of health & safety and employment legislation
• Proven ability to manage performance and employee relations ideally within a unionised environment
• Ability to use business data to make sound decisions and plan activity
• Commercial acumen with experience managing large budgets.
• Possession of a CPC qualification, or a commitment to obtaining it
• Driven with a commitment to continuous personal development
• Supplier and client management experience

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.