Senior Customer Care Advisor

Business Area

Reference

COI00147

Contract Type

Full Time

Location

Basingstoke

Closing Date

13-08-2025

This is the job

Senior Customer Care Advisor

Basingstoke – Dynamic 3 days per week onsite

Full time, permanent contract – 36.25 hours per week

The Senior Customer Care Advisor is responsible for providing day-to-day operational support to our Strategic Global Commercial customers. Delivering best-in-class customer service is paramount—both to retain existing clients and to support the implementation of new ones. This will be achieved through consistent, effective communication and a solution-focused approach. The role is cross-functional, working closely with both customers and internal teams to ensure seamless daily operations and exceptional service delivery.

What will I be doing?

As a Senior Customer Care Advisor, your main responsibilities will include:

 

  • Assisting our customers that require support with our Road Risk Management portals to increase self-sufficiency
  • Providing support to the Strategic Account Managers within account review meetings
  • Supporting with Invoice reconciliation, PO and credit management
  • Producing tailored reports to support customer compliance insights, aligned with each client’s specific deliverables and requirements.
  • Serving as the main point of contact, responding to inquiries promptly & professionally. Providing full operational support where required
  • Escalating complex issues to the relevant departments/stakeholders and follow through to resolution
  • Serving as a platform SME
  • Gathering customer feedback by choosing the correct call/email outcome from our case management system

What do I need?

  • Excellent communication skills both written and verbal
  • Passionate and empathetic to deliver excellent Customer Service
  • Put yourself in your customer shoes and advocate for them
  • Excellent problem solving
  • Excellent attention to detail
  • Ability to Multi-task under pressure
  • Proficient in Microsoft office (outlook, excel, word)

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.