Claim Specialist Agent
Location: Group Contact Centre
Hours: 06:00 - 23:30, 7 days a week, 364 days a year (shift based)
Reporting To: Remote Solutions Operations Lead
Join the RAC as a Claim Specialist Agent and use your vehicle knowledge to help members find the right solution when they need us most.
As a Claim Specialist Agent, you'll be the first point of technical support for members experiencing a breakdown. Using your diagnostic skills, automotive knowledge, and sound judgement, you'll assess issues remotely and decide the best course of action, whether that's resolving the problem over the phone, arranging assistance, or dispatching a patrol.
No two calls are the same. You'll combine technical expertise with great customer service to deliver the right outcome quickly, safely, and efficiently.
What You'll Do
- Assess vehicle issues using diagnostic questioning and customer-provided information.
- Identify the most appropriate solution without physically inspecting the vehicle.
- Support members with remote troubleshooting and self-help guidance where possible.
- Arrange the right level of assistance, including third-party support, patrol attendance, or recovery services.
- Take ownership of cases from first contact through to resolution.
- Maintain accurate records and work within quality and compliance standards.
- Work closely with internal teams and partners to achieve the best member outcome.
What You'll Need
- Strong vehicle knowledge and the ability to assess fault symptoms across a range of vehicle systems.
- Confidence making decisions using information gathered remotely.
- Strong problem-solving skills and sound judgement.
- The ability to explain technical information clearly and simply.
- A professional, empathetic approach with excellent customer service skills.
Experience in automotive, roadside assistance, vehicle diagnostics, technical support, or contact centre environments would be advantageous.
In return, you'll receive comprehensive training, ongoing coaching, clear career development opportunities, and access to a competitive bonus scheme with uncapped earning potential.
Why you'll love working for us
- 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
- 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.