RAC has an exciting opportunity for a Customer Solution Specialist to join our team in Bescot, Walsall on a Permanent basis working within our friendly and welcoming CSC team!
This position will require you to make both inbound and outbound calls to customers, you will also receive inbound calls from our patrol team, contractors and flatbed drivers requesting updates or any additional information they may need before arriving the scene of a breakdown. As well as speaking with RAC Colleagues, you can also expect to be speaking with our customers over the phone providing them any necessary updates they may need to know about their breakdown such as ETA updates.
Salary is £22,222.2 + Bonus
Working hours will be aligned to the operational hours of the relevant function, including weekend and bank holidays with the requirement to work occasionally at other sites. Monday to Sunday. 35 Hours per week, between 6am and Midnight.
There will be SLA/KPI responsibility for productivity, downtime, and complaint compensation.
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:
1. Eligibility to join our bonus scheme.
2. Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
3. 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.
4. Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
5. 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.
6. Car salary sacrifice scheme – after 12 months of employment, where you’ll enjoy significant tax savings, including electric vehicle options.
7. FREE RAC Ultimate Complete Breakdown Service from Day One.
8. Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
9. 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!
This is a great role for someone who enjoys interaction with people over the phone daily and providing outstanding customer service with empathy and control. As well as dealing with customers over the phone, you will be managing the message inbox and proactively replying to any e-mails that come through within agreed time scales and dealing with Emergency situations.
Key Accountabilities include:
10. Have the ability to identify customer delay and work with the wider Customer Service team to gain a resolution and where appropriate agree alternative deployment decisions
11. Ensure compliance to our processes and contractual agreements
12. Effectively communicate to our customers, our plans to resolve their situation and manage their experience through to completion
13. To achieve the performance objectives required by the business
14. Have a high level of engagement with various key internal and external contacts
15. To deliver effective deployment decisions through RAC Resources and the RAC Contractor network to our customers in a timely and efficient manner
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 communicate professionally across all levels with both RAC Colleagues and RAC Customers. 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. Candidates from a Call Centre or Contact Centre background tend to succeed in this position.
Need to exhibit behaviours consistent with RAC core values:
16. Handle it Together
17. Exceptional Service
18. Raise The Bar
19. Own It