NFU Mutual Breakdown Customer Care Specialist
Key Details
1. Working Pattern: Monday to Friday between 8am–6pm (rotational shifts) and weekends 9am–5pm, including Bank Holidays
2. Salary: £28,600
3. Contract Type: Full Time (35 hours) | Permanent | Fully Office based
4. Location: RAC, Walsall
About the Role
We’re looking for a Breakdown Customer Care Specialist to join our NFU Mutual team and play a key role in delivering exceptional customer experiences. In this role, you’ll take full ownership of customer complaints and concerns — ensuring every case is investigated thoroughly, resolved effectively, and communicated with clarity and empathy.
As a subject matter expert, you’ll also support colleagues, leaders, and internal stakeholders with guidance, insight, and recommendations for improvement. You’ll help shape our service quality, strengthen customer trust, and drive continuous improvement across the operation.
What You’ll Be Doing
Customer Case Ownership
5. Manage and resolve complaints within required timescales
6. Log, triage, investigate, and close cases across email, phone, written communication, and social media
7. Communicate outcomes clearly, empathetically, and professionally
8. Ensure accurate, compliant records and documentation
9. Support customers with additional needs (CWAN) or vulnerabilities
10. Maintain strong product, process, and compliance knowledge
11. Achieve personal and departmental performance targets
12. Act as a subject matter expert across the operation
13. Support other teams as required, including call handling, delivering to agreed standards and performance measures
What You’ll Bring
Skills & Experience
14. Proven background within a similar role
15. Proven experience working within a Contact Centre/Telephone based role
16. Excellent listening, communication, and interpersonal skills
17. Strong attention to detail and written communication standards
18. Ability to manage workload effectively and remain calm under pressure
19. Confidence handling conflict and challenging conversations
20. Experience in a customer‑focused or complaints environment
21. Computer literacy and data accuracy skills
22. Knowledge of insurance or regulated environments (desirable)
23. Experience in regulated Customer Care (desirable)
🎁 What We Offer
24. Eligibility for our performance‑based bonus scheme
25. 23 days annual leave (plus bank holidays)
26. Pension scheme with up to 6.5% employer contributions
27. Life assurance cover (2x basic salary, up to 10x with flexible benefits)
28. Family leave support and confidential wellbeing services
29. Car salary sacrifice scheme (after 12 months), including electric vehicle options
30. FREE RAC Ultimate Complete Breakdown Cover from day one
31. Access to Orange Savings – discounts on thousands of retailers, holidays, tech, and more
32. FREE onsite parking
33. Automatic enrolment into our Colleague Share Scheme – ‘Owning it Together’, giving you a stake in RAC’s future success
Ready to become one of our #OrangeHeroes?