Service Officer - Dunedin

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years the AA have been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands. From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than a million Members.  

And now, we’re building the organisation of the future – more connected, modern, and purpose-driven. We are a business in transformation, with opportunities to work cross-functionally, grow new skills, and make a meaningful impact. We’re investing in our people, platforms, and ways of working to stay ahead of what our Members and customers need.

What You'll Be Doing | Mō te Tūranga

As a Service Officer, you’ll be one of our Roadservice Heroes — the reassuring face of the AA when our Members need us most.

No two days are the same. You’ll be out on the road, solving problems, helping people get moving again, and turning what can be a stressful situation into a positive experience. It’s a hands-on role that combines technical know-how, practical problem-solving and great people skills, where every job brings a new challenge and the opportunity to make a genuine difference.

I particularly like the “turning a stressful situation into a positive experience” angle - it shifts the focus from simply fixing vehicles to the real value of the role: helping people.

In this role, you will:

• Provide expert roadside assistance to AA Members, diagnosing vehicle issues and delivering effective, safe solutions.
• Respond to jobs dispatched by our Contact Centre and Dispatch teams, managing your workload efficiently while meeting service standards and KPIs.
• Communicate clearly and confidently with Members, explaining faults, next steps, and options available to them.
• Process payments accurately using AA systems and technology to ensure Members can access services seamlessly.
• Identify opportunities to promote and refer AA products and partner services that genuinely meet customer needs.
• Maintain a professional image at all times, including vehicle presentation, uniform standards, and customer interactions.
• Take responsibility for the care, cleanliness, and readiness of your service vehicle, tools, and equipment.
• Work safely at all times, following AA health and safety procedures to protect yourself, your colleagues, and the public.
• Contribute positively to a collaborative team environment, supporting colleagues and sharing feedback to continuously improve service delivery.

This Dunedin - based role will see you working independently from your vehicle across a rotating roster, providing essential support to Members seven days a week.

About You | Mōu

You’re someone who enjoys solving problems and genuinely gets satisfaction from helping people. With strong automotive knowledge and practical trade skills, you’re confident diagnosing issues and finding the right solution - even when the pressure is on.

Just as importantly, you’re a great communicator who can put people at ease. You bring a calm, positive and professional approach to every roadside situation and take real pride in getting our Members safely back on their way.

To succeed in this role, you’ll bring:

• A Level 4 Automotive Trade Qualification (or equivalent) and solid, recent experience in the automotive industry.
• Strong diagnostic skills, with the ability to quickly assess issues and determine practical roadside solutions.
• A clean, full New Zealand Driver Licence and a strong commitment to safe driving practices.
• Confidence using basic computer systems, tablets, and in-vehicle technology to complete jobs and process payments.
• Excellent communication skills, with the ability to put customers at ease and explain technical information clearly.
• A genuine commitment to customer service and the ability to represent the AA brand with professionalism and integrity.
• Flexibility to work a rotating roster across a seven-day week, including public holidays.

If you enjoy the freedom of working independently while still being part of a supportive team, this could be the career move you’ve been looking for. You’ll join a trusted and respected organisation where your skills, experience and contribution are valued - and where every day gives you the opportunity to help someone when it matters most.

What We Offer | Ngā āhuatanga kei a mātou

• Free AA Membership for you and your whānau
• A day off for your birthday and 2 days wellbeing leave annually 
• Training available / career development 
• Discounted insurance

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Ready to take your automotive skills beyond the workshop?

If you’re looking for a role where your technical expertise, problem-solving skills and ability to connect with people can make a real difference every day, we’d love to hear from you.

Take the next step and become one of our Roadservice Heroes - joining a proud team that’s been helping Kiwis get back on the road for over 100 years.

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day.  We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.

We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch.  We'd love to korero to see if you might be a great fit for the role.