Operational Support - Tyres

Job Title: Operational Coach – Tyre Team

As an Operational Coach within the Tyre Team, you’ll play a key role in delivering a seamless end-to-end customer journey. You’ll take ownership of live tyre jobs, working closely with customers, suppliers and operational teams to secure ETAs, manage payments, resolve issues and proactively keep customers informed through to completion.

Alongside supporting our customers, you’ll help our people perform at their best. You’ll work closely with Team Leaders and Quality, providing 1:1 coaching, sharing best practice and supporting colleagues with challenging conversations and escalations, while helping to drive strong performance and behavioural standards.

Ultimately, you’ll be the link between our customers, our people and our suppliers – using your operational expertise to remove barriers, improve performance and ensure we deliver excellent customer outcomes while supporting the continued growth and success of the Tyre Team.

Your main responsibilities with be:

Own and manage the customer journey end-to-end, ensuring a smooth, professional experience from initial booking through to completion.

Obtain and monitor supplier ETAs, proactively chasing suppliers where required to minimise delays and maintain service.

Manage customer expectations through proactive outbound contact, keeping customers informed of ETAs, delays, changes or issues throughout their journey.

Take and manage customer payments for tyre services, ensuring payments are processed accurately and relevant records are maintained.

Monitor live jobs through to completion, ensuring the correct statuses and actions are applied and intervening where journeys are at risk of delay or failure.

Manage supplier communication, including inbound ring backs, operational queries, delays and issues affecting customer journeys.

Identify cancellations and refunds, ensuring these are passed to the appropriate team for prompt resolution.

Monitor shared inboxes and work queues, identifying and resolving issues requiring action or escalation.

Work closely with Team Leaders to support performance improvement across the department.

Provide 1:1 coaching and developmental support to colleagues, identifying opportunities to strengthen capability, confidence and performance.

Support agents to achieve expected performance and behavioural standards, providing guidance and constructive feedback where required.

Offer advice and support on challenging customer conversations and escalations, helping colleagues achieve positive customer outcomes.

Work collaboratively with Team Leaders and wider Operations to identify trends, risks and improvement opportunities.

Support the implementation of new processes, projects and initiatives, helping embed change effectively within the operation.

Contribute to a positive, professional and high-performing working environment, demonstrating flexibility and supporting the wider team as operational demand requires.

What do I need?

A passion for delivering great customer outcomes with the confidence to take ownership and see issues through to resolution.

Strong coaching and people-development skills, with the ability to provide effective 1:1 coaching, feedback and support.

Is aligned to and motivated by delivering against the AA’s behaviours Think Impact, Own it, Back Each other and Push for Better

Excellent communication and influencing skills, with confidence engaging with customers, colleagues, suppliers and stakeholders.

Strong performance mindset, using insight and observations to identify opportunities and help colleagues improve. Is confident delivering feedback, including in more challenging situations

The ability to remain calm and make effective decisions under pressure, particularly when managing escalations or challenging customer journeys.

Strong organisation and attention to detail, with the ability to prioritise multiple live activities while maintaining accuracy and operational control.

This is an exciting opportunity to play a key role in the growth and success of our Tyre Team, helping us deliver excellent customer outcomes while supporting colleagues to build their confidence, capability and performance.

The role provides fantastic development for anyone looking to progress into a future Team Leader or leadership position, giving you hands-on experience in coaching, operational decision-making, performance improvement, stakeholder management and supporting challenging customer journeys.

You’ll have the opportunity to make a genuine impact on our people, our customers and the commercial success of the department, while developing your own leadership skills and helping shape how the Tyre operation evolves as we continue to grow.

If you’re interested and need further details, feel free to reach out to the Talent Acquisition Manager Hannah Barsby , or the Hiring Manager Natasha Jassal . They can provide additional information and answer any questions you may have.

Don’t miss this opportunity to advance your career! Apply today and become a valuable part of our success story.

By applying for this position, you acknowledge that there may be potential changes to the terms and conditions of your employment contract. For more information regarding your employment contract, please contact HR Shared Services at [email protected] .