RAC has an exciting opportunity for a Customer Solution Specialist to join our team in Bescot, Walsall on a Fixed Term Contract/ Secondment working within our friendly and welcoming CSC team!
This position will require you to make both inbound and outbound calls to customers and receive inbound calls from our patrol team, contractors and flatbed drivers requesting updates or any additional information they may need before arriving the scene of a breakdown. As well as speaking with RAC Colleagues, you can also expect to be speaking with our customers over the phone providing them any necessary updates they may need to know about their breakdown such as ETA updates.
Salary is £22,222.2 + Bonus
Working hours will be aligned to the operational hours of the relevant function, including weekend and bank holidays with the requirement to work occasionally at other sites. Monday to Sunday, between 6am and Midnight. We are looking for part-time or full-time colleagues to join us!
There will be SLA/KPI responsibility for productivity, downtime, and complaint compensation.
What we are looking for:
- To ensure compliance to our processes and contractual agreements
- Effectively communicate with our patrol team, guaranteeing patrol calls are answered and patrol messages are responded to within the SLA.
- Provide patrol colleagues with a right first-time resolution to all contact enquiries
- Follow established processes for job cancellations, end-of-shift and Finish on Time, and ensuring tasks are completed on time.
- Support continuous improvement by identifying recurring contact themes and suggesting solutions to enhance response times.
- Escalate urgent or high-risk cases promptly to ensure swift resolution.
- Monitor and balance contact volumes to maintain efficient service levels and timely response
The ideal candidate will enjoy working in a high-pressured environment and still able to provide an outstanding level of customer service to both our colleagues at roadside and customers who are in difficult situations. This role requires strong PC/Keyboard skills as well as the confidence to communicate professionally across all levels with both RAC Colleagues and RAC Customers. To be successful you will need to use your initiative and pro-actively prevent further problems for arising.
You will be part of a great team here, so we are looking for someone who enjoys interacting and supporting their team members and department to achieve targets and goals. Candidates from a Call Centre or Contact Centre background tend to succeed in this position.
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!
Why RAC?
For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.
We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we’ll be with you every step of the way to help you grow and develop your career.