Technical Intervention Agent

5 months ago

Walsall, United Kingdom RAC Full time

**About The Role**:
**RAC** are now looking to recruit a **Technical Intervention Agent (Repair) **to help provide technical support across all divisions within the business with a focus on repair. We are looking for agents to oversee and manage potential repair opportunities, utilising a bespoke repair management platform to identify potential workstreams prior to resource being dispatched.

Through various responsibilities, a Technical Intervention Agent will help reduce operating costs and increase efficiencies by helping to efficiently repair more vehicles at the roadside as well as supporting operational requirements relating to single resource resolution.

This role will see you working alongside the current team of technical Agents based at our head office in Bescot (West Midlands).

You will be responsible for achieving consistent levels of outbound call activity to customers, dealers, RAC approved repairer network, SMR referral teams and Parts suppliers with the aim of resolving any outstanding concerns.

**6 Month FTC.**

**Competitive salary**

**Monday to Sunday, 0800-2100, 35 hours per week**

**Benefits and rewards**:

- **FREE** Ultimate breakdown cover for **you and your household** worth up to **£500**:

- **FREE** on-site **parking**:

- **Flexible benefits** you can tailor to suit you
- **Free European Breakdown cover **including** 7 days car hire **to continue your journey
- Amazing **employee benefits **including pension and additional **discounts** **on big brands, hotel stays and days out**

**Role Purpose**
- Ensure all repair management cases are monitored and progressed, updating all stakeholders involved while recording all activity on the dedicated repair management platform
- Accurate and timely action to be taken on all repair opportunities
- Proactively chase dealer and approved repairers for repair times to minimise downtime and manage operational costs.
- Escalate lengthy repair times to all relevant parties to focus efforts on improving response times
- Achieve individual and department KPI’s and quality measures(Agreed Locally) Recovery miles saved Credit card management/reconciliation etc Contribute to credible Increases in Patrol fix/res rates while decreasing Sj/SB ratio
- Ensure any written communication to stakeholders reinforces the Brand
- Build and update product and process knowledge
- Build relationships with repairers/suppliers involving them in all matters relating to the customer/ business
- Outbound calls to customers, dealers and approved repairers/ Parts suppliers when necessary
- Work as part of a team to drive improved performance
- Support Phone Fix opportunities when required. (i.e. during high volume periods or to supplement/maintain knowledge)

**Experience**
- Excellent accuracy thoroughness and attention to detail
- Proven Customer Service skills and the ability to create rapport quickly
- Can build and maintain relationships with internal / external colleagues and customers
- Proficient at using IT systems including MS Office and ICAD
- Experience of the Contact Centre environment
- Awareness of the Breakdown industry **Qualities Required**
- Strong communication skills, both oral and written
- Flexible in approach to workload
- Able to manage own workload and effectively manage time to achieve personal objectives
- Work effectively as part of a team and find opportunities for improvement
- Customer focused and ability to deal with problems efficiently and effectively
- Willingness to support others in their role so the Company can achieve its objectives
- Always willing to go the extra mile

**RAC values**
- **Handle it Together**:

- **Exceptional Service**:

- **Raise the Bar**:

- **Own It

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