Join the RAC as a DAFaid Incident Manager and help keep members moving when a commercial vehicle breakdown puts their plans on hold.
The Role
When a commercial vehicle is off the road, cutomers need calm, clear and dependable support. As a DAFaid Incident Manager, you’ll take ownership of roadside assistance incidents from the first call through to resolution.
Working in our fast-paced Contact Centre, you’ll quickly understand what’s happened, decide what needs to happen next and coordinate the right support. You’ll work closely with dealerships, suppliers, recovery partners and colleagues to keep each incident moving.
It’s a role where good judgement matters. You’ll balance several priorities, keep customers informed and solve problems as they develop. If you enjoy taking ownership and helping people when they need it most, you’ll make a real difference here.
Location: RAC, Walsall
Contract: Full-Time | Permanent | Fully Office Based
Hours: 1 week of earlies (0700-1500) & 1 week of lates (1400-2200) - this will be rotational
Salary: £26,509
What You’ll Do
- Deliver a professional, reassuring telephone service, keeping customers informed throughout their incident.
- Take ownership of incidents from first contact through to the right resolution.
- Assess information quickly, make sound decisions and escalate when additional support is needed.
- Coordinate with dealerships, suppliers, recovery partners and internal teams.
- Prioritise time-critical incidents while maintaining a high standard of service.
- Keep accurate, clear records across multiple systems.
- Use your judgement and initiative to overcome problems and keep cases progressing.
- Build positive working relationships with colleagues and external partners.
- Share knowledge and support colleagues to deliver a consistent service.
- Identify practical ways to improve processes and the experience we provide to members.
What You’ll Need
- Proven customer service skills, with a confident and professional telephone manner.
- Strong communication and active listening skills, with the ability to build rapport quickly.
- Good problem-solving skills and the confidence to make decisions, take ownership and recognise when to escalate.
- The ability to stay organised and accurate while managing competing priorities in a fast-paced environment.
- Strong keyboard and computer skills, with confidence using multiple systems and Microsoft Word, Excel and PowerPoint.
What We Offer
- Eligibility for our performance-based bonus scheme.
- 23 days annual leave (pro-rata).
- 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.