Overview
RAC have exciting opportunities for Customer Service Specialists to join our team in Bescot on a Fixed Term Contract or Permanent basis working within our friendly and welcoming Out of Hours BAC team.
We have full time night shift opportunities available.
Monday to Sunday, Night shifts between 8pm-6:30am.
This overnight 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 needed before arriving at the scene of a breakdown. You will speak with RAC Colleagues and customers over the phone to provide updates (e.g., ETA) about their breakdown.
This is a great role for someone who enjoys interacting with people over the phone daily and delivering outstanding customer service with empathy and control. You will manage the message inbox, reply to emails within agreed timescales, and handle emergency situations.
Responsibilities
* Identify customer delay and collaborate with the wider Customer Service team to gain a resolution; where appropriate, agree alternative deployment decisions
* Ensure compliance with processes and contractual agreements
* Communicate plans to resolve customer situations and manage their experience through to completion
* Achieve the performance objectives required by the business
* Engage with various internal and external contacts
* Deliver effective deployment decisions through RAC Resources and the RAC Contractor network to customers in a timely and efficient manner
Qualifications and Skills
* Ability to work in a high-pressured environment while providing outstanding customer service
* Strong PC/keyboard skills and the confidence to communicate professionally across all levels with RAC colleagues and customers
* Proactive, with the initiative to prevent further problems from arising
* Experience from a Call Centre or Contact Centre environment is an advantage
Benefits and rewards
* Eligibility to join our bonus scheme
* Holidays - 23 days plus bank holidays, rising to 25 with service
* Group Personal Pension scheme with employer contributions up to 6.5%
* Family leave support, including paid time off and resources to balance work and family commitments
* Confidential personal support service, available 24/7 for you and eligible family members
* Car salary sacrifice scheme after 12 months of employment
* RAC Ultimate Complete Breakdown Service from Day One
* Access to Orange Savings – discounts on high street retailers, holidays, tech and more
When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’—a unique opportunity to share in the future success of the RAC.
Together we are all #OrangeHeroes. Be a part of our journey!
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.
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