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09 September 2021

Customer Service Specialist - RAC

Salary: £18,416

We now have some fantastic opportunities for Customer Service Specialists to join the Team in the RAC Breakdown Assistance Centre, located at our iconic Walsall HQ.

You will be taking calls from our amazing customers who require RAC breakdown support, whilst providing an outstanding customer experience. This role is critical to ensure all customer breakdowns are logged with accurate information and the customers needs are met to the highest standards.

If you are looking to join a large, well known UK brand, who focus on both putting the customer first and colleague development, this could be the role for you. RAC can offer a wide range of exciting opportunities to kick start building your career and help gain exposure across a range of sectors. We are looking for new Orange Heroes to join our family and become part of our 125-year success story.

We have both part time and full time roles available. For full time you will be working 5 days out of 7 on a rota basis (including bank holidays and weekends), 35 hours per week, between the hours of 06.00am and 11.30pm, you’ll provide a responsive, consistent, and high-quality telephone service, providing emergency breakdown service and handling queries. You can expect to earn £18,416 + OTE, then working your way through our renowned careers and development programme with the potential to earn up to £24,980 + OTE.

Key Accountabilities

  • Answer incoming calls from both individual and fleet customers, take full details of the breakdown and establish the driver’s entitlements and requirements
  • Deliver a high-quality telephone service using structured calls and accurate information
  • Answer questions and queries relating to the customers current policy details
  • Regularly maintain and update product knowledge in order to advise customers effectively
  • Contribute to team business goals through the delivery of service excellence and the achievement of agreed individual and team measures

You’ll need previous experience within a customer service or contact centre role and the ability to work quickly and effectively in a pressurised environment, you will be dealing with incoming calls from breakdown customers who may be in a difficult or stressful situation, so you must have the confidence and knowledge to take full control and diffuse any situation whilst remaining empathetic and friendly. Although you will be working with our state of art systems and technology, we do ask for all candidates to have some understanding of map reading skills and be fully competent navigating PC equipment and systems. Strong communication skills are essential due to the nature of calls you will be managing. We are looking for someone who thrives working as part of a successful team, eager and willing to help customers with the passion and drive to build a successful career with RAC!

You will have access to our flexible benefits system, MyFlex, this enables you to choose the benefits tailored to suit your lifestyle. This could include protecting your family’s health and wellbeing, saving money on childcare costs or using the shopping discounts.

Other benefits include over time, a monthly bonus scheme and free on-site parking. You will also get FREE Ultimate breakdown cover for you and your household – including roadside & home rescue, unlimited call outs and tows, 7 days car hire, European cover which also includes free legal advice and garage support. There's loads more discounts on travel extras including hotel discounts & days out…  and a £25 towards MOT voucher each year.

For more information or to apply contact Walsall Works on walsallworks@walsall.gov.uk or call 01922 654353