Remote Solutions Agent Hours: 06:00–23:30, 7 days a week (shift-based, 364 days per year) Reporting to: Remote Solutions Operations Lead As a Remote Solutions Agent, you’ll manage customer breakdowns end to end through our Remote Solutions function. Using your vehicle knowledge, structured processes, and sound judgement, you’ll assess issues remotely without physical inspection to determine the most appropriate outcome for each customer. You’ll gather and interpret information, provide remote technical advice where possible, and arrange third-party support, patrol attendance, or other entitled services as required. This is a fast-paced, performance-focused role where accuracy, quality, and customer experience are critical. What You’ll Be Doing Manage breakdown cases from first contact to resolution Assess vehicle faults remotely using customer information and fault data Apply strong technical knowledge to provide advice and make informed decisions Arrange appropriate solutions based on customer needs and entitlements (remote resolution, third-party support, patrol attendance, or entitled services) Maintain high standards of accuracy, compliance, and professionalism Efficiently manage high case volumes, collaborating with internal teams and external partners What We’re Looking For Strong vehicle knowledge with the ability to interpret fault information and system behaviour Confident judgement and decision-making using remotely provided information Calm, resilient, and detail-focused in a fast-paced, performance-driven environment Excellent customer service skills with a professional, empathetic approach Flexibility to support other Group Contact Centre activities when required (training and notice provided) Training & Development Full training and ongoing upskilling will be provided, with a defined development and progression plan to support your growth. Why you'll love working for us Bonus scheme - Attractive bonus scheme with uncapped commission Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business Free RAC Ultimate breakdown cover - From your very first day Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax Generous holidays - 23 days plus bank holidays (rising to 25 with service) Pension & life cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits) Wellbeing support - 24/7 confidential support helpline for you and your family Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal 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.