Are you ready to put your exceptional communication and customer service skills into high gear? Join our elite team as a Repair Management and Communications Specialist for Mercedes-Benz Cars UK at RAC. We’re looking for a detail-oriented and proactive individual who thrives in a dynamic environment, where every day brings new opportunities to shine. If you’re driven by excellence and are ready to make a tangible impact, read on!
The Purpose of Your Role:
You’ll be at the forefront of overseeing and managing repair and car hire cases, liaising with customers, retailers, and corporate clients to ensure seamless communication and resolution. Your role is vital in enhancing the customer experience, during the vehicle off road journey. You will need to ensure all repair management cases are monitored and progressed, updating all involved. Escalate lengthy repair times to all relevant parties to focus efforts on improving dealer response times. Escalate Parts supply issues to relevant parties. Achieve individual and department KPI’s and quality measures, ensure any written communication reinforces the Brand.
This is a full-time position, working between Monday-Sunday 06:00-22:00 - 35 hours per week
Salary is 20,933.39
Based at our Bescot Head office, Walsall.
What's in it for You?
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:
- Eligibility to join our bonus scheme.
- 23 Days Annual Leave
- Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
- 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
- Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
- Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
- FREE RAC Ultimate Complete Breakdown Service from Day One.
- Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
- FREE onsite parking.
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus!
What You’ll Do…
•Monitor and progress all repair management cases, providing timely updates to all stakeholders.
•Ensure car hire cases are addressed with precision and urgency.
•Proactively follow up with dealers to minimise repair times and optimise car hire budget spend.
•Escalate delays and parts supply issues to the appropriate teams to speed up the repair process.
•Meet and exceed individual and department KPIs and quality measures.
•Create brand-consistent written communications that reinforce trust and professionalism.
•Continuously update your knowledge of products and processes.
•Build strong relationships with dealerships, involving them in every customer-related matter.
•Conduct outbound calls to customers, dealers, and corporate clients to provide essential updates and resolve concerns.
•Collaborate with your team to drive outstanding performance and share best practices.
•Manage customer roadside incidents efficiently, ensuring clear and proactive communication until the issue is fully resolved.
•Provide comprehensive progress updates to customers using innovative resources and technology.
What you’ll need…
•Exceptional accuracy, thoroughness, and attention to detail.
•Proven customer service skills with the ability to establish rapport quickly.
•Effective communication with customers and colleagues alike.
•Strong relationship-building capabilities with corporate clients and dealership partners.
•Proficiency in IT systems, especially MS Office.
•Experience working in a contact centre environment.
•Familiarity with the breakdown industry and its unique challenges.
Personal Attributes:
•Strong oral and written communication skills.
•A flexible approach to handling various workloads.
•Ability to self-manage and prioritise tasks to meet personal objectives.
•Team player who actively contributes to group success and seeks improvement opportunities.
•Customer-focused, capable of efficiently solving problems and handling issues with a calm, professional manner.
•A natural willingness to support others and go the extra mile to help the company meet its goals.
Qualifications & Compliance:
•In-depth knowledge of breakdown products, systems, and processes.
•Adherence to industry regulations, including the Data Protection Act, Working Time Directive, Health & Safety, and FCA guidelines.
Why Join Us?
At RAC we don’t just offer a role; we provide a platform for growth, collaboration, and the chance to work with a legendary brand that sets the standard in automotive excellence. You’ll be part of a dedicated, supportive Mercedes-Benz team where your skills will be valued, and your career will have room to accelerate.
Together we are all #OrangeHeroes! Be a part of our journey!
We’re committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.