Location
Walsall
Department
Contact Centre
Advertising Salary
19382.77
Vacancy Type
Permanent
Careers Site Advertising End Date
03 Feb 2023

About The Role

RAC have an exciting opportunity in our NFUM team as an Incident Manager on a Full Time Permanent basis. This will be based in our Bescot Head Office.

The purpose of this position is to provide an efficient, responsive and quality telephony service to all National Farmers Union Mutual customers.

You will need to effectively communicate to our customers, our plans to resolve their situation and manage their experience through to completion, have the ability to identify customer delay and integrity to work to resolve with the wider Customer Service team to gain a resolution and make appropriate deployment decisions.

The Salary for this position is £19382.77

Shift patterns range between Monday – Sunday,  6am-10pm, Full Time 35 hours per week

Key accountabilities

•Offer the best possible and cost-effective solution ensuring provision of a professional and quality service, which meets or exceeds customers needs and agreed organisational goals.

•To 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

In return for your hard work and commitment we offer a range of benefits: 

  • You will get FREE Ultimate breakdown cover for you and your household – including roadside & home rescue, unlimited call outs and tows
  • Flexible Benefits for you to tailor
  • Free on-site parking
  • 7 days car hire, European cover which also includes free legal advice and garage support
 
Together we are all #OrangeHeroes! Be a part of our journey!  

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