Breakdown Support Advisor
Hours: 06:00–23:30, 7 days a week (shift-based, 364 days per year)
Reporting to: Remote Solutions Operations Lead
Location: Office based – RAC Headquarters, Walsall
As a Breakdown Support Advisor, you’ll use your strong knowledge about cars to understand, assess and resolve common faults remotely to avoid the members needing a Patrol visit.
You’ll gather and interpret information, provide remote technical advice where possible, and arrange third-party support or other entitled services as required to get the member back on the move where a remote fix isn’t possible. This is a fast-paced, performance-focused role where accuracy, quality, and customer experience is critical.
What You’ll Be Doing
- Assess vehicle faults remotely using customer information and fault data
- Apply strong technical knowledge to provide quality advice to members to help them solve common vehicle faults themselves
- Arrange and oversee appropriate solutions based on customer needs and entitlements (remote resolution, third-party support, patrol attendance, or entitled services)
- Maintain high standards of accuracy, compliance, and professionalism
- Efficiently manage high case volumes, collaborating with internal teams and external partners to get the best possible outcome
What We’re Looking For
- Strong knowledge about cars – the role holder will need the ability to interpret common fault information and determine fixes that avoid the need for a Patrol attendance
- A big plus if you’re passionate about all things car related
- Sound judgement and decision-making – with safety and member experience paramount
- You’ll be calm, resilient, and results-focused in a fast-paced, performance-driven environment
- Excellent customer service skills with a professional, empathetic approach
- Flexibility to support other Group Contact Centre activities when required (training and notice provided)
Training & Development
Full training and ongoing upskilling will be provided, with a defined development and progression plan to support your growth.
Why you'll love working for us
- Bonus scheme - Attractive bonus scheme with uncapped commission
- Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business
- Free RAC Ultimate breakdown cover - From your very first day
- Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax
- Generous holidays - 23 days plus bank holidays (rising to 25 with service)
- Pension & life cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits)
- Wellbeing support - 24/7 confidential support helpline for you and your family
- Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal
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.