NFUM Incident Manager

RAC are now recruiting for a Incident Advisor in our Walsall office on a Part-Time, Permanent Basis.

The working hours for this role are on a part-time basis only at 19 hours per week, shifts will be either:

Early: Mon - Fri 0800-1200

Late: Mon - Fri 1800-2200

This is an exciting opportunity as an Incident Advisor in a new team, your role will be to provide an efficient, responsive and accurate telephony service to all NFU Mutual Customers who may be broken down or in a situation at Roadside, providing the outstanding service that is expected.

You will be required to provide accuracy and compliance with all customers and achieve performance objectives and deadlines.

Making effective deployment decisions, managing customer expectations around wait times and taking full control of each situation to achieve the best possible outcome for both the Customer and the Business will be a daily occurrence.

This is a brilliant role for someone who thrives when dealing with customers and has the confidence and ability to resolve situations in a calm and effective manner.

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

• Eligibility to join our bonus scheme.
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
• Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
• FREE onsite parking.

When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!

What You'll Do:

• Offer the best possible and cost-effective solution ensuring provision of a professional and quality service, which meets or exceeds customers’, needs and agreed organizational goals.
• To respond to all incoming calls to customers broken down at the roadside quickly and effectively, to take full details of the breakdown, establish the driver’s entitlements and requirements.
• Manage the time to attend the customer at the roadside through effective communication, identifying how the customer can be proactively managed through to satisfactory completion.
• Make relevant contact with all customers following a breakdown incident and, where necessary, provide progress updates using appropriate resources and technology to improve service delivery.
• Develop positive and value-based relationships with all colleagues within Roadside Services, taking responsibility for own actions, supporting others’ decisions and assisting Roadside Services in the delivery of inspirational customer service.
• Liaise and communicate with internal and external contacts ensuring that resources are available, and services are provided on a timely and efficient basis, taking responsibility for the quick and effective resolution of all customers’ needs.
• Effectively manage via Tranman to deliver effective deployment decisions and manage performance adherence through constant monitoring and incident management.
• Contribute to defined individual and team performance targets, which achieve profitability, growth and service excellence. 
• Constantly update and maintain product and skills-based knowledge in order to provide inspirational service

The ideal candidate will enjoy speaking and dealing with customers over the telephone and able to work towards deadlines in a fast-paced organisation. We are looking for someone who is a self-starter and motivated to succeed and provide an outstanding customer experience. There will be KPIs to achieve so you must show confidence and resilience to achieve your targets. You can expect to be working closely with other team members and supporting your colleagues where needed so is important you can work as part of a team and offering guidance where you can. From time to time it can get very busy meaning we need some flexibility from you in order to adapt to the changing work demands. This is a customer focused role so will require the successful candidate to manage difficult situations over the phone all whilst providing an outstanding and rememberable customer experience.