RAC currently has an exciting opportunity for a Technical Support Engineer to join our Customer Care Team on a permanent basis. Occasional travel will be required between RAC sites, dependant on location.
This is a hybrid role, working 35 hours per week Monday to Friday between 08:00-18:00
As a Technical Support Engineer, you'll be advising on complaints relating to vehicle issues. You will be a point of contact for Customer Care, understanding and keeping up to date with roadside and Patrol processes. You'll act as a liaison between technical and roadside teams, ensuring your own knowledge and that of customer care is up to date and accurate.
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.
- 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.
- 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.
- 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…
- Be a subject matter expert, offering advice and guidance to improve the member experience
- Accountable for triaging, investigating, and resolving all Executive and Senior Leadership Team complaints, enquiries, and member contacts via multiple forms of contact including but not limited to email, written, telephone and social media.
- Convey decisions and outcomes clearly and professionally, both verbally and in written communication, treating the member as an individual and addressing their concerns concisely.
- Always demonstrate role model behaviour whilst upholding our core values and treating our members fairly.
- Respond to FCA regulated complaints within defined timescales.
- Communicate confidently and professionally with all members and colleagues, delivering exceptional service.
- Support all colleagues with hands on operational experience to minimise dissatisfaction and reduce complaints.
- Achievement of individual performance objectives, contributing to departmental goals.
- Promote loyalty through comprehensive case management, maximising customer satisfaction and retention.
- Effective and efficient use of systems to ensure that responses are resolved right first time.
- Act as point of escalation for colleagues needing advice or assisting with challenging situations.
To be the best, we want the best. We’re looking for a Customer Care Technical Expert who can demonstrate:
- Light Vehicle Maintenance and Repair experience
- Excellent listening and communication skills
- Self-motivated and a self-starter
- Resilient and determined
- Dynamic, flexible, and adaptable to change
- Excellent interpersonal and stakeholder skills
- Computer literate, good numerical and literacy skills
Need to exhibit behaviours consistent with RAC core values:
- Handle it Together
- Exceptional Service
- Raise the Bar
- Own it
Together we are all #OrangeHeroes
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.