Engineering Customer Service Co-ordinator

Business Area



Contract Type

Full Time


Tunbridge Wells

Closing Date


Company description

Job Title:         Engineering Customer Service Coordinator

Location:         Flexible, Home/Office Based, Head office in Tunbridge Wells, Kent

Salary:             Up to £22,000 basic salary depending on experience, with a  performance related                                                                         bonus on top               

Hours:              Full Time

Shifts:              Between 8 am – 5.30 pm Monday to Friday, with no weekend work required

This is the job

About Us

We’re part of The AA group, the nation’s number one motoring organisation. AA Insurance supports millions of customers with our products and services, and is an essential part of our vision to make life easier for Britain’s drivers.

The claims team in Tunbridge Wells is one of the fastest growing areas in our business; starting out with a group of 4, the newly refurbished office is now home to more than 160 employees 4 short years later. We have a busy contact centre dealing with our customers claims as well as back office teams dealing with the claims journey. We’ve got exciting plans to continue our growth over the next 5 years, meaning there’s lots of opportunities for you, if you join us.

What will I be doing?

As an Engineering Customer Service Co-ordinator you’ll be committed to providing our customers with a world-class claims service by ensuring that their claims are assessed quickly and where appropriate, settled in the shortest possible time in line with industry and company guidelines.

You’ll support inbound and outbound phone calls in relation to customer and supplier claim queries for repair, total loss, invoicing and recovery charges. You’ll process invoice payments to our Approved Repairers and to Non-Approved repairers for their services. You’ll need to negotiate and agree storage and recovery costs to a minimum, ensuring there is no delay to the customer journey. Your role will be to support the day to day operation of the Engineering Department including first time resolution of complaints.

What do I need?

You’ll already have worked in customer facing role previously and as a confident communicator, written and verbal, you’ll be able to handle calls from customers and suppliers effectively.  

We’re looking for someone who:

  • Has excellent administrative experience, ideally gained within the motor insurance industry
  • A drive to deliver the right solution for the customer and our business
  • Has excellent customer service experience and ability to manage expectations effectively
  • Ability to utilise qualities such as empathy, tact, assertiveness, and diplomacy when talking to our customers
  • Accuracy and attention to detail
  • PC literate with good administrative skills
  • Can think clearly and calmly under pressure

Additional Information

Why should you work for us?

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:  

  • 25 days holiday + 8 bank holidays added to your leave entitlement
  • Pension Scheme
  • A lifestyle scheme that gives you access to discounted shopping vouchers, cinema vouchers, gym membership, days out, holidays and more
  • Our internal development programme for Emerging Talent
  • A 50% discount on your AA membership, which becomes completely free after 12 months
  • Discounts on wider AA products and services (Car insurance, home insurance etc…)
  • Free onsite parking at our office
  • Access to a share save scheme
  • Employee Assistance Programme
  • Social Committee
  • Extra Mile – our Reward and Recognition Scheme

If this sounds like you, we’d love to hear from you. Click apply, and start your application today!


What else is expected of me?

Good conduct matters at the AA.  It's very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing.  Everyone at the AA lives these behaviours, so we are all able to support the delivery of good outcomes for our customers.