Paul Fletcher

In my current role, I have significantly developed my expertise across a wide range of vehicle types. Throughout, I have always used my own initiative to diagnose issues, make informed decisions, and deliver effective solutions in time-critical environments, whilst prioritising customer and personal safety.

As a face of The AA, I am highly motivated by delivering outstanding customer service, even in high-pressure situations. I take pride in maintaining a calm, professional approach that builds rapport and confidence with customers whilst delivering great customer and business outcomes.

I have completed a wide range of training courses and development programmes to continually enhance my skillset and overall performance. I am driven to deliver excellence in all aspects of my role, and have consistently exceeded my performance budgets.

I have recently proactively engaged with my Customer Performance Manager and Performance Leader to offer support to less experienced members of the team, demonstrating my commitment to developing overall team performance. In the last 12 months, I have been trusted to to cover for my Performance Leader during periods of leave/absence. This has allowed me to develop my leadership capabilities, decision making skills and to assist in delivering high performance standards.

I worked for the AA Workshop Services at the Northampton depot, where I was responsible for the servicing, maintenance and operational readiness of a diverse fleet, ranging from trailers to heavy recovery vehicles. This role enabled me to develop a broad technical skillset and in-depth knowledge across an array of vehicle types and specialist equipment.

In periods of high demand, I frequently stepped up to support frontline operations, including recovery and roadside services. This included deployment to fast-paced and high-pressure environments such as London and Cornwall during peak holiday periods. These experiences strengthened my adaptability, resilience and ability to perform under pressure while maintaining a strong focus on service delivery.

I began my career with Airflow Streamlines PLC (Ford main dealer) in the summer of 1989 as an Apprentice Motor Vehicle Technician following completion of my schooling. I undertook a structured programme combining practical, on-the-job training with day-release college study, successfully achieving the City & Guilds 383 qualifications (Levels 1, 2 and 3), RTITB Level 3, and a National Craft Certificate in Light & Heavy Vehicle Mechanics.

Starting within a Ford main dealer, I developed strong foundations in diagnostics, maintenance and repair, before progressing into the HGV division to expand my technical capability to take on more complex work. This progression enabled me to build broad operational experience across light and heavy vehicles, alongside specialist training.

I later moved into heavy vehicle recovery, where I applied my technical expertise in high-pressure, time-critical environments, supported by achieving my HGV class 1 licence (LGV category C & E). This role strengthened my ability to problem solve, make my own effective decisions under pressure, and deliver reliable service skills that underpin my approach to performance leadership.