About The Role
We have an opportunity for a Specialist Care Advisor to join the Specialist Care Team, on a full-time permanent basis.
This is a hybrid role based at our Bescot office, where you'll spend 3 days a week onsite and 2 days working from home. As a Specialist Care Advisor, you'll report to the SCT Team Manager and play a vital role in delivering a high-quality, responsive, and efficient telephone service to our Business Roadside customers.
What You'll Be Doing
* Deliver professional, cost-effective, and customer-focused roadside assistance.
* Handle incoming calls, including E-Calls, taking detailed breakdown information and establishing customer entitlements.
* Proactively manage breakdown incidents, keeping customers informed through to resolution.
* Provide timely progress updates using internal tools and systems such as iCad, Notification Centre, and Tranman.
* Collaborate with internal teams and external partners to ensure the right resources are in place quickly and efficiently.
* Build positive relationships across the Contact Centre to support outstanding customer experiences.
* Continuously develop your product and technical knowledge to maintain high service standards.
* Contribute to team targets focused on service excellence, efficiency, and growth.
What We're Looking For
* Previous experience with RAC Commercial, RTA methodology, Tranman, and other relevant systems.
* A proactive attitude to self-learning and performance improvement.
* Strong communication skills, both with customers and colleagues.
* The flexibility to adapt to changing workloads and processes.
* Team-oriented mindset with a focus on shared success.
* Understanding of RACCA processes and customer service expectations.
* Commitment to performance KPIs and delivering exceptional service
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:
* Eligibility to join our bonus scheme.
* 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.
* FREE RAC Ultimate Complete Breakdown Service from Day One.
* 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.
Together we are all #OrangeHeroes. Come and 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.
Why RAC?
For more than 128 years, we've been keeping drivers moving, and today we're trusted by over 15 million members. We're also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.
We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work, and we'll be with you every step of the way to help you grow and develop your career.