Nfum Incident Advisor

3 weeks ago

Walsall, United Kingdom RAC Full time

**About The Role**:
RAC are now recruiting for a Incident Advisor in our Walsall office on a **Permanent, Part Time Basis**.

This is an exciting opportunity as an Incident Advisor in a new team, your role will be to provide an efficient, responsive and accurate telephony service to all NFU Mutual Customers who may be broken down or in a situation at Roadside, providing the outstanding service that is expected.

You will be required to provide accuracy and compliance with all customers and achieve performance objectives and deadlines.

Making effective deployment decisions, managing customer expectations around wait times and taking full control of each situation to achieve the best possible outcome for both the Customer and the Business will be a daily occurrence.

This is a brilliant role for someone who thrives when dealing with customers and has the confidence and ability to resolve situations in a calm and effective manner.

The working hours for this role are on a part time basis only at 25 hours per week Mon-Sun, with three different shift options available;

07.00-13.30

11.00-17.30

12.30-19.30

Key Accountabilities;
- Offer the best possible and cost-effective solution ensuring provision of a professional and quality service, which meets or exceeds customers’, needs and agreed organizational goals.
- To respond to all incoming calls to customers broken down at the roadside quickly and effectively, to take full details of the breakdown, establish the driver’s entitlements and requirements.
- Manage the time to attend the customer at the roadside through effective communication, identifying how the customer can be proactively managed through to satisfactory completion.
- Make relevant contact with all customers following a breakdown incident and, where necessary, provide progress updates using appropriate resources and technology to improve service delivery.
- Develop positive and value-based relationships with all colleagues within Roadside Services, taking responsibility for own actions, supporting others’ decisions and assisting Roadside Services in the delivery of inspirational customer service.
- Liaise and communicate with internal and external contacts ensuring that resources are available, and services are provided on a timely and efficient basis, taking responsibility for the quick and effective resolution of all customers’ needs.
- Effectively manage via Tranman to deliver effective deployment decisions and manage performance adherence through constant monitoring and incident management.
- Contribute to defined individual and team performance targets, which achieve profitability, growth and service excellence.
- Constantly update and maintain product and skills-based knowledge in order to provide inspirational service

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