Location
Bristol
Department
Contact Centre
Advertising Salary
Up to £26,780 DOE
Vacancy Type
Permanent

About The Role

RAC are now recruiting for a permanent Senior Call Centre Advisor to join the Sales Operations in Bristol.

The purpose of the Senior is to deliver an exceptional and compliant member experience that results in members choosing to join, renew and remain with the RAC.  Additionally, the role will provide support to telephone agents in assisting with the daily operations and workflows within the team. This role is a combined telephony and off phone role, retaining elements of the membership specialist role while actively on the phone.

Key Accountabilities

  • To deliver Exceptional Service to our customers through up-to-date regulatory compliance and knowledge including but not limited to FCA, IDD and GDPR, ensuring we have the customer at the heart of everything we do
  • Effectively engage with members who are thinking of joining, renewing or leaving us, reviewing their needs and reasons for leaving while positively promoting our differences versus competitors
  • To drive performance in your teams through coaching, training and motivating colleagues
  • Key Performance Indicators for acquiring and retaining customers through adherence to shift schedule and Average Handling Time, in line with contact centre targets and budget
  • Consistent achievement of personal and departmental performance metrics in line with Organisational targets
  • Completion of annual regulatory Essential Learning and ongoing CPD to ensure clarity and knowledge of personal responsibility to demonstrate compliance as a RAC colleague
  • To deliver Exceptional Service to our customers through up-to-date regulatory compliance and knowledge including but not limited to FCA, IDD and GDPR, ensuring we have the customer at the heart of everything we do
  • Providing great Customer Service to our customers through keeping accurate records up to date and providing the basic customer service responsibilities
  • Effective handling of all customer requests, where you have the system and knowledge capability take ownership of resolution., including ‘complex’ customer service requests.
  • Demonstrating flexibility and agility through movement across departments and telephony lines as required by business need
  • Undertaking additional activities as required, this may entail handling calls / contacts from other departments and when doing so deliver against the metrics and processes for that area

Qualifications

You will have previous experience in a sales and services focused environment and thrive in a target driven, results focused role. We are looking for someone who is passionate about the RAC and our customer base to ensure an outstanding customer experience. This is a real customer and colleague focused role, so you need to be comfortable dealing with colleagues at all levels across the business as well as all different types of customers over the telephone. A Senior Customer Expert will show resilience and determination to make sure the best possible outcome is always achieved. As a Senior you will be expected to support your Team Managers and Colleagues across the department with a range of different tasks so some experience of supporting people is preferred.

You will be required to work 35 hours a week (between 08:00 – 19:00 Monday-Friday / 9:00 – 17:00 Saturday & Sunday.

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