The job is very easy if you come in and do what is asked of you. Management will always help you if you need it. At times can be very busy with call volumes but helps the day go faster

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No work life balance

Driver (Former Employee) - London, Greater London - 20 May 2022

You have to work at least 12 hours per shift, You never know when you finish, work is on rota days or nights. If you finish before 12 hours you should consider yourself to be lucky

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Insights into The AA

Based on 97 survey responses

Areas for improvement

Sense of belonging
Energising work tasks
Trust in colleagues

Low pay, no flexibility, lots of pressure

Emergency Breakdown Advisor (Current Employee) - Oldbury, West Midlands - 16 May 2022

Long shifts, unflexible patterns, unsociable hours (including nights) and insistence on being ‘on-call’ for a certain number of hours per month for a low additional payment.

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Stressful

Customer Support Agent - Sales and Retention (Current Employee) - Oldbury - 10 May 2022

It is a tough job that has little downtime, and the short shifts on Saturdays mean you generally only have a 10 minute break in 5 hours 45 minutes. Colleagues are nice though

Pros

Decent incentives

Cons

Stressful

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Toxic and disgusting workplace

Claims Handler (Former Employee) - Tunbridge Wells, Kent - 7 May 2022

Former employee.To start with the working environment is constant pressure of taking calls, making outbound calls and hitting targets. It's an incredibly stressful working environment and I'd suggest to avoid this company at all costs. Management are constantly breathing down your neck on taking inbound calls, that calls HAVE to be answered within a certain time frame. You can't sit in wrap for more than 2 minutes, you can't be having a 30 minute conversation with a customer as calls have to be short, you can't take time to actually help a customer after you finished a phone call because you'll be forced back onto the phones to take a call when your trying to finish up your previous call, so whatever you was doing you have to drop and instantly take that second call.Even if you ask to put yourself in another code to finish what your doing, they refuse and expect you to do this in wrap, however wrap time is only allowed for 2 mins so the handlers cannot properly help the customer. You are constantly pestered 'can you grab a call' if you are more than 2 minutes doing something. If you have a customer on the phone and you need an answer, your waiting for more than 5 minutes and then management are not happy that customers are on hold for more than 5 minutes. If you are not taking inbound calls then you are expected to make outbound calls, you are not allowed to sit in available for more than 10 minutes. If you do then management are incredibly quick to start making threats of a disciplinary route. This also applies if you don't have crystal clear detailed notes, very -

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Avoid.

Customer Service Advisor (Former Employee) - Newcastle upon Tyne, Tyne and Wear - 4 May 2022

Non stop calls from customers who mainly speak to you like cr*p because the price of their insurance is increasing, or can no longer be covered due to changes being made to their insurance policy. Management were friendly, but are constantly on your case about call stats i.e call handling time. They listen to your call recordings on a weekly basis and mark your calls following a certain criteria, and expect you to exceed a certain target mark but they reprimand you for the smallest things. If you can't reach targets within a certain time frame, they let you go on the spot even though they reassure you that it's "rare" that it happens. My whole training group felt that we were not given sufficient training or support. Colleagues constantly complained that we were under paid for the demanding role.

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Fast Paced but Supportive Environment

Claims Handler (Former Employee) - Tunbridge Wells, Kent - 2 May 2022

Overall I had a great time working with the AA. As my first job, it has provided me a great deal of experience that I can now carry forward and continue my development with my new employer.

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If your face fits

Senior Support Coach/ Team Manager (Cover) (Former Employee) - Newcastle upon Tyne, Tyne and Wear - 28 April 2022

Completely unsupported management. You can often be used as cheap labour to cover management or maternity leave but never paid managers salary. If your face fits you will progress. Extremely male dominated environment.

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Stressful

Customer Service Advisor (Former Employee) - Home Based - 26 April 2022

Very long hours but good pay, can be stressful at times dealing with difficult customers but good support on hand to help with this. Training is informative

Pros

Good pay

Cons

Long hours

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Stuck in a time warp, devoid of appropriate funding and run by consultants

Manager (Former Employee) - Basingstoke, Hampshire - 25 April 2022

Once upon a time The AA was a great company but successive asset strippers have saddled it with debt that it struggles to repay. This leads to a funding shortfall in many areas and yet The AA continue to pump money towards expensive IT consultants that drain every last penny. Depressing place after you realise that you're never going to break the cycle

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Jobs at The AA

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Customer Service Advisor - Emergency Breakdown

Oldbury

15 hours ago

Customer Service Adviser, Road Operations, Emergency Breakdown Remote

Customer Solutions Team Leader

Newcastle upon Tyne

4 days ago

Customer Service Adviser, Road Operations, Service Delivery 11th July

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Role can get very stressful

Customer Service Advisor (Former Employee) - Oldbury - 22 April 2022

Six shifts in a row can be very draining and demanding. Also not great when you are having to work til one in the morning on your late shifts. Very quick turn around in staff as people do not stay too long.

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Fast paced and intense

Service Quality Co-ordinator (Former Employee) - Oldbury - 21 April 2022

When busy your busy and no rest from calls other staff can be just sat there doing nothing and not punished where other work their roe out tryouts no to provide a good service

Pros

The people there

Cons

Managers thinking they can manage

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Love my job

CSA (Current Employee) - Oldbury, West Midlands - 21 April 2022

I work in msas and it’s the best job I’ve ever had. The managers are supportive and progressive, the staff are all very close and look after each other. We celebrate the wins and support the mistakes. It’s great.

Pros

Hours. Flexibility.

Cons

None

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Lovely place to work

Administration Officer (Current Employee) - Cardiff - 19 April 2022

Work colleges really nice and helpful I work from home and it's great I get loads of support the job is interesting and different to what I've done previously. It's 9am till 5pm I would prefer 8am till 4pm or 7am till 3pm lol but its still alright its Monday to Friday

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Good culture, support and people

Insurance Advisor (Former Employee) - Newcastle upon Tyne, Tyne and Wear - 16 April 2022

Diverse tasks and collaboration in iServe keep things more fresh than the likes of sales, renewals etc., however the latter departments do pay greater and of you'd prefer more straightforward targets and conversations it will suit you better. Having worked in back office and the call floor I've found most of the management to be approachable. Training is through, support is there for anyone lagging behind in any areas. Progression is encouraged and supported if that's what you look for. Good employee benefits, internally supported apprenticeships and qualifications offered also. Secure place to work, if not the highest paid in the area.

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Unprofessional organisation

Recovery Driver (Former Employee) - Manchester, Greater Manchester - 14 April 2022

I joined the AA at a time of increased recruitment and training, my experience as a result was very poor. The usual training team were "supported" by other staff who clearly were not accredited trainers but were delivering training to small groups on their own. Very poor training as a result. The regular trainers were very good but the AA left me disappointed at their lack of standards and professionalism.

Pros

Issued with all kit to do the job

Cons

Very poor training standards and practices.

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you get what you put in.

Recovery Patrol (Former Employee) - Edinburgh - 11 April 2022

long hours but can be rewarding . if want a job that you will be well supported with a good wage then it is worth the long hours. basically left alone as long as do your job.

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Super busy but made friends for life

Customer Service Advisor in Member Sales and Services (Former Employee) - Oldbury, West Midlands - 8 April 2022

Never a dull day, always busy and the people are great. Depending on shift pattern and working days you my feel it works for you or it may be difficult for a work life balance

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Staff and customers are not thought of only profits

Customer Service Representative (Former Employee) - Cheadle, Greater Manchester - 8 April 2022

You would have to be heartless to work in the sales department as the customer is not the priority it’s the sales target. Poorly managed all round from upper management all the way to floor level. Rather push trolleys at the supermarket for same pay and no hassle

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Stressful and role was nothing as advertised

Customer Service Advisor (Former Employee) - Remote - 3 April 2022

From seeing the advert to the end of my training. I was ecstatic to start and do the role I was looking forward to conducting. Upon starting I very quickly realised that you needed to be extremely heartless for a customer service role here. I was in road ops as a breakdown advisor and it was the worst time of my career.

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Stress! Poor management

Customer Service Advisor (Former Employee) - Stockport - 31 March 2022

Don't bother. Micromanaged. Stressful and petty rules. Don't care about the staff at all. Managers inexperienced. All about targets and call times. Call after call