DAFaid Incident Advisor

We’re excited to offer a full‑time opportunity for an Incident Advisor to join our dedicated DAFaid Control Centre at our iconic Bescot office in Walsall.

This role is offered on a 6‑month Fixed-Term Contract, starting March 2026 (please only apply if you are able to start on this date)

About the Role

As an Incident Advisor, you’ll play a central role in our customer service operations, ensuring the smooth day‑to‑day running of the DAFaid Contact Centre. You’ll deliver exceptional service with a proactive and positive approach, consistently meeting customer needs and striving to exceed expectations.

This is a fantastic opportunity to make a real impact in a fast‑paced, customer‑focused environment.

Annual Salary: £25,396

🕒 Working Pattern

Monday - Friday - 1 week of earlies (starting from 7am) | 1 week of lates (2pm-10pm)

Full‑time, 40 hours per week

🔑 Key Responsibilities

• Deliver outstanding customer service via telephone, ensuring a responsive and high‑quality experience.

• Manage workloads effectively, showing initiative and attention to detail.

• Work independently and collaboratively to maintain service excellence.

• Communicate confidently with internal and external stakeholders at all levels.

🧠 What We’re Looking For

• Proven Experience in a Contact Centre within a similar industry

• Strong attention to detail and ability to meet deadlines.

• Excellent keyboard and IT skills (Word, Excel, PowerPoint).

• Confident telephone manner and strong interpersonal skills.

• Assertiveness and professionalism in handling customer interactions.

🎁 What We Offer

• Eligibility for our performance‑based bonus scheme

• 23 days annual leave (plus bank holidays)

• Pension scheme with up to 6.5% employer contributions

• Life assurance cover (2x basic salary, up to 10x with flexible benefits)

• Family leave support and confidential wellbeing services

• Car salary sacrifice scheme (after 12 months), including electric vehicle options

• FREE RAC Ultimate Complete Breakdown Cover from day one

• Access to Orange Savings – discounts on thousands of retailers, holidays, tech, and more

• FREE onsite parking

• Automatic enrolment into our Colleague Share Scheme – ‘Owning it Together’, giving you a stake in RAC’s future success

Ready to become one of our #OrangeHeroes? Apply now and be part of our journey.

We’re proud to foster a culture that reflects the diverse communities we serve. We welcome applicants from all backgrounds and experiences.