Location
Stretford
Department
Contact Centre
Advertising Salary
£19382.77 - £25729.44
Vacancy Type
Fixed Term Contract
Careers Site Advertising End Date
09 Dec 2022

About The Role

RAC have an exciting opportunity for someone to join our Contractor Desk as a Customer Solution Specialist on a full time, 3-month Fixed Term Contract basis, located in our Stretford Office.

As a Customer Solution Specialist you will have the ability to identify customer delay and work to resolve with the wider Customer Service team to gain a resolution and where appropriate agree alternative deployment decisions. You can expect to have a high level of engagement with various key internal and external contacts.

Salary £19382.77 - £25729.44 (Depending on Experience)

Shift Patterns are Monday-Sunday - between 6am -12 Midnight - 35 Hours a week

Key Accountabilities;

  • To respond to all incoming calls from Contractors and internal customers
  • Respond to messages sent in from our Contractor network
  • Outbound contact with all customers following a breakdown incident and, where necessary, provide progress updates to corporate support managers using appropriate resources and technology
  • 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.
  • Develop positive and value-based relationships with all colleagues within Contractor Deployment and wider team in special ops, taking responsibility for own actions, supporting others’ decisions and assisting Roadside Services in the delivery of inspirational customer service.
  • Effectively and promptly communicate with internal and external contacts to ensure a high level of communication to deliver the best outcome for the customer
  • Manage performance adherence through constant monitoring and incident management
  • Contribute to defined individual and team performance targets, which achieve profitability, growth and service excellence.

 

We are looking for someone who is a self-starter and motivated to succeed and provide an outstanding customer experience. There will be KPIs to achieve so you must show confidence and resilience to achieve your targets. You can expect to be working closely with other team members and supporting your colleagues where needed so is important you can work as part of a team and offering guidance where you can.

From time to time it can get very busy meaning we need some flexibility from you in order to adapt to the changing work demands. This is a customer focused role so will require the successful candidate to manage difficult situations over the phone all whilst providing an outstanding and rememberable customer experience. It’s a great team here, so we are looking for someone who enjoys interacting and supporting their team members and department to achieve individual and joint targets and goals.

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