Customer Service Specialist
1 month ago
About the Role
RAC is seeking a Customer Solution Specialist to join our Specialist Intervention Team on a full-time permanent basis at our iconic head office in Bescot, Walsall.
The purpose of the Special Intervention Customer Solution Specialist is to ensure that all customers who are vulnerable and in long wait situations are fully supported for the remainder of their breakdown experience. You can expect to deliver business objectives by managing performance, and continually improve performance adherence and customer service, colleague quality/performance and positively reinforce our working practices.
Key Responsibilities:
- Accountable for centre adherence to process.
- Drive and support consistency of performance delivery across Customer Service centre.
- Ensure Notifications are managed in good time to ensure customers are kept up to date throughout breakdown.
- Ensure downtime is kept to a minimum and is only authorised when it does not impact service.
- Build strong alliances with other roadside operational teams.
- Support delivery of initiatives to improve morale and motivation of colleagues within the Centres.
Requirements:
- Strong PC/Keyboard skills.
- Confidence to communicate professionally across all levels with both RAC colleagues and RAC customers.
- Ability to deal with high-pressure situations and take full control of situations and problems.
- Empathy and knowledge to take necessary action for the best possible outcome.
Benefits:
- Eligibility to join our bonus scheme.
- Holidays - 23 & 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.
Joining RAC:
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.
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