RAC have an exciting opportunity for a Customer Solution Specialist to join our Specialist Intervention Team on a full-time permanent basis at our iconic head office in Bescot, Walsall.
The purpose of the Special Intervention Customer Solution Specialist is to ensure that all customers who are vulnerable and in long wait situations are fully supported for the remainder of their breakdown experience. You can expect to deliver business objectives by managing performance, and continually improve performance adherence and customer service, colleague quality/performance and positively reinforce our working practices.
Hours of work:
- 06:00 - 23:30 Monday - Sunday (35 hours per week)
- All shift patterns will be based on a variable shift pattern so flexibility will be required.
Salary: £20,933.39 per year
Key Accountabilities;
- Accountable for centre adherence to process.
- Drive and support consistency of performance delivery across Customer Service centre.
- Ensure Notifications are managed in good time to ensure customers are kept up to date throughout breakdown.
- Ensure downtime is kept to a minimum and is only authorised when it does not impact service.
- Build strong alliances with other roadside operational teams
- To support delivery of initiatives to improve morale and motivation of colleagues within the Centres
The ideal candidate will enjoy working in a high-pressured environment and still able to provide an outstanding level of customer service to both our Colleagues at roadside and Customers who are in difficult situations. This role requires strong PC/Keyboard skills as well as the confidence to communication professionally across all levels with both RAC Colleagues and RAC Customers.
There will be difficult situations you face, and you may find yourself in high pressured environments, so we are looking for someone who has the ability to deal with those situations whilst taking full control of situations and problems, demonstrating empathy and have the knowledge to take necessary action for the best possible outcome. To be successful you will need to use your initiative and pro-actively prevent further problems for arising. You will be part of a great team here, so we are looking for someone who enjoys interacting and supporting their team members and department to achieve targets and goals.
Benefits and rewards:
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
- Holidays - 23 & bank holidays
- Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
- Family leave support including paid time off, flexibility and resources to help balance work and family commitments
- 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
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!
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.