Overview
Company description
Location: Oldbury (hybrid working 3 office days per week)
Employment Type: Full time / Permanent
Thought The AA only provide roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Customer Excellence Manager, you’ll play a key part to our success and join us on this exciting motoring journey.
This is the job
We are seeking an inspiring and purpose-driven Customer Excellence Manager to lead our Control Tower’s approach to delivering safe, fair and high-quality outcomes for every customer.
This is a strategic leadership role with clear accountability for embedding our Customer Excellence Framework across the department, ensuring customer needs including those experiencing vulnerability are understood, prioritised and protected.
As a senior leader, you will develop and empower high-performing managers and teams to recognise the human impact of their decisions, fostering a culture built on trust, accountability and continuous improvement. Through strong governance, insight and coaching, you will play a pivotal role in strengthening service quality, compliance and long-term customer value.
What will I be doing?
- Own customer outcomes across the Control Tower, embedding the Customer Excellence Framework and championing a culture where every interaction is safe, fair, consistent and high quality.
- Lead and develop high-performing teams, providing strategic direction and people leadership that builds ownership, empathy and accountability at every level.
- Strengthen governance and customer protection, ensuring robust oversight of journeys, standards and controls with particular focus on identifying and supporting customers in vulnerable circumstances in line with FCA and business expectations.
- Set and uphold service quality standards, using insight from quality assurance, complaints and customer feedback to proactively address emerging risks and drive accountability.
- Drive continuous improvement, using data and insight to challenge inefficiency, reduce failure demand and streamline end-to-end customer journeys.
- Champion the customer voice at senior level, influencing cross-functional leaders to keep customer-first thinking, trust and long-term outcomes at the heart of operational and strategic decisions.
What do I need?
Capability, Knowledge and Experience:
- Senior leadership experience in high-volume, customer-facing operations, with accountability for customer outcomes, service quality and regulatory or risk assurance.
- Experience embedding customer or outcome based frameworks at scale, translating strategy into practical, day-to-day operational decision-making.
- Strong knowledge of customer protection and vulnerability, with experience designing or governing processes that identify risk, prevent harm and meet regulatory expectations.
- A data-led approach to improvement, using insight from quality assurance, complaints, feedback and operational metrics to identify systemic risk and drive better outcomes.
- A proven track record of developing leaders and managers, building high-performing, values-aligned teams within complex environments.
- Credible senior stakeholder management skills, with the confidence to influence, challenge constructively and advocate for customers in commercial and operational discussions.
- Curious and improvement-driven, willing to challenge the status quo and turn insight into meaningful, sustained change.
- Collaborative and influential, building trust across functions and constructively challenging when customer outcomes are at stake.
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.
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IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
