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Job Title: Claims Transformation Delivery Manager Location: Tunbridge Wells – 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 Claims Transformation Delivery Manager, you’ll take ownership of a diverse portfolio of change initiatives that shape the future of our Claims function. You’ll turn big ideas into practical, deliverable plans, making sure every project is well‑defined, properly prioritised and executed with precision to deliver real operational, customer and commercial impact. You’ll provide structure and clarity across all transformation activity, translating business strategy into a clear roadmap everyone can get behind. Acting as the vital bridge between senior leaders, operational teams and support functions, you’ll champion strong governance, disciplined delivery and transparent benefits tracking. You’ll also keep the whole programme moving at pace, managing interdependencies, identifying risks early and navigating change with confidence. Ultimately, your work will drive sustainable improvement, elevate customer experience, strengthen compliance and build long-term capability across the Claims function. What will I be doing? • Leading the end‑to‑end delivery of the Claims transformation portfolio, ensuring initiatives are clearly defined and executed with discipline., • Translating enterprise strategy into a structured, actionable roadmap that drives meaningful operational and customer improvements., • Prioritising programmes and projects using robust frameworks to ensure focus on the highest‑value outcomes., • Overseeing strong governance, maintaining effective forums, reporting rhythms and clear accountability across all activity., • Managing risks, issues, interdependencies and change impacts across a complex cross‑functional portfolio., • Driving benefits realisation by defining, baselining and tracking both financial and non‑financial metrics., • Partnering with senior leaders, operational teams and enabling functions to ensure alignment and timely decision‑making., • Challenging business cases and assumptions to ensure transformation activity delivers sustainable commercial value., • Embedding structured change controls, compliance expectations and regulatory considerations into delivery., • Coaching teams to improve delivery maturity, encouraging a data‑led, continuous improvement mindset. What do I need?, • Proven experience leading complex transformation portfolios within Claims or broader Financial Services operations., • Strong ability to shape and mobilise portfolios from early strategy through to execution and benefits realisation., • Deep understanding of governance, RAID management, change control and structured delivery frameworks., • Solid commercial acumen with experience building and validating business cases and ROI models., • Clear knowledge of Claims operations, regulatory considerations and conduct risk within financial services., • Confident stakeholder management skills, able to influence senior leaders and navigate conflicting priorities., • Working knowledge of Agile, Waterfall and Hybrid methodologies, with experience applying Lean principles., • 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 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.

Location: Tunbridge Wells Work Style: Hybrid Salary: £24,880 plus up to 10% annual bonus Contract: Full time – permanent Hours: 37.5 hours over 5 days a week, Monday to Sunday shifts between 07:15am – 10:45pm Interviews: 23rd February - 12th March Start Date: 30th March 2026 (Please note if you have annual leave within the first 4 weeks of employment, you may be withdrawn from the process) Do you get a kick out of solving problems? Are you energized by speaking to customers? Well then, we just might make your day! You’ll become an expert in our products and someone our customers can really rely upon when they need us most. No matter what the call, your dedication to the customer will ensure they have the right product/cover, every time. You'll be working in a fast-paced environment whilst making every customer feel like the first call of the day. As our front-line force you'll be part of a team who set the tone for what our customers can expect from the AA. Some of the calls you deal with could be more complex or involve upset or distressed customers, that’s why we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations. We are the engine that keeps Britain moving, apply now to unleash your potential! You’ll be working in our First Notification of Loss (FNOL) department taking inbound calls from customers, third parties or AA Breakdown members reporting a motoring incident and needing to make a claim. Day to day you’ll be: • Using detailed scripts to gather information from the call and apply logic to assess the best course of action, • Proactively maintaining knowledge of products and services and learning new information to solve our customers unique queries., • Pushing for better by using resources, tools and systems available to offer the best customer service, • Maintaining focus and composure during peak call times, ensuring each customer receives the same exceptional level of customer service., • Working in a fast-paced environment, within a team that back each other and who set the tone for what our customers can expect from our iconic brand. A problem solver: you’ll understand incoming information and make logical decisions quickly and efficiently An explorer: you’ll need be curious and inquisitive; learning new information and applying it quickly A self-starter: you’ll be proactive taking pride and ownership in your work A smooth operator: you’ll cope well in pressurised situations, maintaining resilience whilst managing setbacks effectively Additional Information Here's what we offer you: • The opportunity to join and learn within a team that’s as driven as they are supportive, • 25 days annual leave, • 24/7 GP service, • Free breakdown membership, • Employee discount scheme that gives you access to great discounts on healthcare, shopping, holidays and more, • Discounts on AA products including car and home insurance, • Access to employee inclusivity awareness networks, • Dedicated Employee Assistance Programme to support with mental health

Are you ready to take ownership of your career and make a real impact in the world of household claims? We’re looking for a Household Claims Handler with a passion for delivering outstanding customer service and a drive to become an expert in Escape of Water claims. In this role, you’ll manage y

A leading insurance provider in Royal Tunbridge Wells is seeking a Household Claims Handler who will manage a portfolio of household insurance claims. This role requires a passion for delivering outstanding customer service and at least 2 years of experience handling household claims.