Mediation Call Handler

Job Description

This is the job

As a Mediation Handler, you will take ownership of a varied portfolio of customer and dealership disputes, managing each case from initial contact through to resolution or conclusion. You will be at the heart of the conversation, bringing together the facts, listening to both sides and using your judgement to help move each case forward.

You will speak with customers and dealerships, understand their individual perspectives, review the available evidence and explore appropriate routes towards a fair and practical resolution. Every case is different, so you will need to be confident adapting your approach to the situation in front of you.

Impartiality is central to the role. You will use your communication skills, emotional intelligence, judgement and problem-solving ability to understand what has happened, explain the position clearly and help both parties move towards a positive outcome.

No two cases will be the same, which makes this a varied and rewarding role. One day you could be reviewing evidence and identifying the key issues in a dispute; the next, you could be supporting a customer through a difficult conversation or working with a dealership to understand its position. If you enjoy investigating problems, working with people and finding sensible solutions, this role could be a great fit for you.

What will I be doing?

• Managing your own mediation cases from initial contact through to resolution or conclusion.
• Speaking with customers and dealerships by telephone and email to understand both sides of a dispute.
• Reviewing evidence and information to identify the key issues involved.
• Remaining impartial while helping both parties explore practical ways forward.
• Handling challenging or sensitive conversations calmly and professionally.
• Providing clear, empathetic and timely updates throughout each case.
• Responding to inbound calls and enquiries from customers and dealerships.
• Working in line with the AA Dealer Promise Code, Consumer Rights Act 2015 and our Alternative Dispute Resolution (ADR) processes.
• Maintaining accurate case records and making sure agreed processes and service standards are followed.
• Identifying recurring complaint themes, emerging risks or dealer trends and escalating these where appropriate.
• Highlighting potential customer vulnerability, brand or reputational concerns.
• Working closely with the wider team to continually improve our mediation service.

What do I need?

You do not need previous mediation experience to succeed in this role. We are looking for people who are confident dealing with people and problems, and who can bring a calm, fair and thoughtful approach to challenging situations.

Your background could be in customer service, complaints, case management, dispute resolution or another role where you have had to manage more complex customer situations and find practical solutions. What matters most is your ability to listen, investigate, communicate clearly and take ownership.

• Excellent written and verbal communication skills.
• Confidence speaking with both customers and businesses over the phone.
• The ability to listen to different perspectives and remain impartial.
• Strong problem-solving skills and a practical approach to finding solutions.
• Good judgement and confidence handling challenging conversations.
• Strong organisation and time-management skills, with the ability to manage multiple cases at different stages.
• Excellent attention to detail and the ability to understand and summarise information clearly.
• A calm, professional and empathetic approach.
• Confidence using standard IT systems and learning new platforms.

Experience in the automotive industry, complaint handling or mediation would be useful, but it is not essential. Full training and support will be provided to help you build your knowledge of mediation, consumer disputes and the automotive sector.

Qualifications

Additional Information

What is in it for me?

• Competitive salary.
• 28 days holiday, with 3 days reserved for the Christmas and New Year closure.
• 3% employer pension contribution.
• Free AA Breakdown Cover.
• Private health insurance.
• Access to exclusive AA employee discounts and benefits.
• Company laptop and mobile phone.
• Hybrid working - 3 days per week based in our Stanstead Abbotts office.
• Monday-Friday, 9am-5pm working hours.
• Full training and support to develop your knowledge of mediation, consumer disputes and the automotive sector.

Why AA Cars?

Join AA Cars and be part of a supportive team where the work you do has a genuine impact on customers and dealerships.

You will help people navigate situations that can be complex or challenging, while also helping us spot recurring issues, identify emerging risks and maintain high standards across the AA Cars dealer network. It is a role where your judgement, communication and problem-solving skills can make a real difference.

If you are a confident communicator who enjoys getting to the bottom of problems, listening to different perspectives and finding practical solutions, we would love to hear from you.

Ready for a role where no two cases are the same? Apply today and join the AA Cars Mediation team.