Overview

Company description

Job Title: Customer Solutions Operations Manager
Location: Basingstoke – Hybrid – Three Days in Office
Employment Type: Permanent
Hours: Monday-Friday

AA Summary

Think the AA is just about roadside assistance? Think again! 

As one of the UK’s most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we’ve got you covered. Our mission is to keep Britain moving, and we’re looking for dedicated individuals to join our team. Ready to join us?

#LI-EJ1 #LI-Hybrid

This is the job

As a Customer Solutions Operations Manager, you’ll lead our complaints operation across multiple sites, driving a consistently excellent customer experience. You’ll oversee the handling of all telephone complaints, along with selected written cases, including complex or sensitive issues, ensuring every customer feels heard, respected, and supported. Your expertise will help protect and strengthen the AA’s brand by resolving concerns swiftly, fairly, and with care.

What will I be doing?

  • Ensuring all complaints and enquiries are handled correctly, efficiently and in line with quality and regulatory requirements.
  • Providing clear reporting and management insight to senior leaders on team performance and operational progress.
  • Communicating effectively with teams and stakeholders to support business change and maintain high performance standards.
  • Leading large operational teams to drive best practice, collaboration and a customer‑centric approach.
  • Improving operational processes and embedding best practice to strengthen service delivery and team effectiveness.
  • Engaging with multiple stakeholders to understand the customer journey and influence improvements to the customer experience.
  • Identifying risks, issues and trends within complaints handling and escalating appropriately to business forums.
  • Developing people through recruitment, coaching and performance management to meet goals and regulatory expectations.

What do I need?

  • Proven experience in a similar operational leadership role, ideally managing large, fast‑paced service or complaints environments.
  • Strong understanding of operational management, organisational effectiveness and continuous improvement.
  • Confidence working with budgets, forecasting, metrics and broader financial principles.
  • Ability to communicate effectively at all levels, influencing decisions and building strong stakeholder relationships.
  • Demonstrated leadership skills, with the ability to motivate, organise and develop large teams.
  • Working knowledge of IT systems, including databases and Microsoft Office.
  • Awareness of the regulatory landscape, with the ability to operate compliantly and guide others.
  • Experience within financial services or another regulated service industry (desirable).

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.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.

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