We have an exciting new permanent opportunity for a Customer Service Lead working within the myRAC team. Your role will be to support front line teams with queries providing efficient colleague and member resolutions, but also then acting as a bridge between Contact Centre agents and the myRAC digital team, recommending system improvements and features from trends and patterns.
This role is based in Bradley stoke, working hybrid hours
What you will do
- Ensure prompt acknowledgment, updates and resolution of member and colleague queries, including App reviews and feedback.
- Ensure all myRAC complaints escalated to RAC Customer Care and the team is supported with the resolution.
- Ensure regulatory compliance for member contacts and ensure all member cases exceed a 90% Quality Assessment score
- Stay updated and adhere to RAC Customer facing best practices, such as Tone of Voice and Treating Customers Fairly (TCF).
- Produce or distil complex reports into tangible member feedback, from a variety of sources and highlight key themes and issues with the myRAC product
- Work closely with the myRAC Product Managers to ensure developers time includes member investigative actions.
- Staying updated with competitor digital products and member insight on these products
- Championing the “voice of the member” in all interactions, including team and all colleague meetings.
- Produce effective communications, detailing upcoming myRAC changes, suitable for all colleagues, regardless of level of technical knowledge. Communications should include practical tips on how best to support Members (when applicable)
What you will have
- Essential: min 3 years Customer Service Experience
- Ability to distil complex data sets and provide tangible actions
- Self-motivated and a self-starter
- Highly organised; ability to switch direction as needed
- Strong communication skills including building networks at senior level across the organisation
- Member & Commercial awareness of change impact
In return, we offer...
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:
- FREE RAC Ultimate Complete Breakdown Service from Day One.
- 25 days annual leave entitlement plus bank holidays.
- 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.
- 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!
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.