Overview
Company description
Location: Cardiff hybrid (2-3 days per week) We encourage office-based working on Tuesdays and Wednesdays
Employment Type: Full time
Salary: Competitive
Hours: 36.25 Hours Monday to Friday 9-5
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-CL1 #LI-Hybrid
This is the job
As a Trainee Services Team Member, you’ll be at the heart of the trainee journey making sure every individual feels supported, informed, and confident from day one through to becoming a Franchisee.
You’ll be the go-to contact for trainees, handling queries via phone and email, scheduling in-car training sessions, and keeping all admin up to date to ensure their progress stays on track. You’ll play a key role in onboarding, ongoing support, and resolving any issues that pop up along the way.
But it’s not just about reacting it’s about being proactive. You’ll check in regularly with trainees, monitor their progress against the course syllabus, and make sure they’re moving forward with confidence. If challenges arise, you’ll be there to guide them, offer solutions, and connect them with the right teams when needed.
What will I be doing?
As a Trainee Services Team Member, you’ll play a key role in supporting our trainees throughout their journey. Here’s what your day-to-day will look like:
Onboarding
- Welcoming new trainees as they join one of The Driving School Academy’s programmes
- Making sure they have access to all the required online platforms and resources to get started smoothly
Support
- Providing advice and guidance whenever trainees need it
- Helping them understand the course structure, expectations, and requirements
- Booking essential in-car training sessions — over 2,500 hours annually contributing directly to revenue generation
- Tracking trainee progress to ensure they stay aligned with the course syllabus and timelines
Conflict Management
- Handling grievances and concerns raised by trainees
- Managing and resolving any conflicts between trainees and trainers with professionalism and care
Management
- Overseeing trainee attendance across in-car and online training sessions
- Managing your own diary to ensure all tasks are completed within set timeframes
- Keeping trainee records up to date and ensuring smooth communication across teams
Progression
- Supporting trainees as they prepare to transition into franchise roles
- Ensuring they have all the information and guidance needed to take the next step confidently
What do I need?
To thrive as a Trainee Services Team Member, here’s what you’ll bring to the role:
Capability, Knowledge & Experience
- A strong track record of working to targets and smashing them
- A proactive mindset with the confidence to work independently
- Exceptional communication skills, backed by solid experience in customer service
- Proven ability to manage a customer journey from start to finish
- Ideally, experience in a fast-paced, high-performing environment
Personal Characteristics
- A customer-first attitude always focused on delivering the best experience.
- Determination to achieve great results for both the trainee and the organisation
- Assertive, positive, and resilient ready to tackle challenges head on
- Quick-thinking and solution-focused, with a creative approach to driving progression
- Excellent interpersonal and written communication skills
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.
