About The Role
RAC have exciting opportunities for Customer Service Specialists to join our team in Bescot on a either 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-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 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.
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:
* 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
* Ensure compliance to our processes and contractual agreements
* Effectively communicate to our customers, our plans to resolve their situation and manage their experience through to completion
* To achieve the performance objectives required by the business
* Have a high level of engagement with various key internal and external contacts
* 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.
Benefits and rewards:
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
* Holidays - 23 & bank holidays rising to 25 with service & bank holidays
* Option to join RAC's Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
* 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
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
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.
working within our friendly and welcoming Out of Hours BAC team
We have Full time Night Shift opportunities available.
Monday-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 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.
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:
* 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
* Ensure compliance to our processes and contractual agreements
* Effectively communicate to our customers, our plans to resolve their situation and manage their experience through to completion
* To achieve the performance objectives required by the business
* Have a high level of engagement with various key internal and external contacts
* 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.
Benefits and rewards:
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
* Holidays - 23 & bank holidays rising to 25 with service & bank holidays
* Option to join RAC's Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings
* 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
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
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.