About The Role
RAC has an exciting opportunity in our NFUM team as a Breakdown Incident Manager based in our Bescot Head Office, Walsall.
Contract: Part-Time | Permanent
Working Pattern: Monday to Friday | 1530-1930
Salary: £10,793.64
The purpose of this position is to provide an efficient, responsive and quality telephony service to all National Farmers Union Mutual (NFUM) customers.
🔑 Key Responsibilities
• Offer the best possible service and cost-effective solution ensuring provision of a professional and quality service, which meets or exceeds customers needs and agreed organisational goals
• 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.
•Ensure all relevant contact is made to customers to ensure their welfare and safety
•Develop positive 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.
•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
🧠 What We’re Looking For
- Skillsets from a receptionist, contact centre or call centre background work well in this position as quality customer service is a priority
- We are looking for a passionate and energetic colleague to join our growing NFUM Team where together
🎁 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.
If this role fits your skillsets, go ahead and apply now!