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Customer Solution Specialist
2 weeks ago
About The Role
RAC have an exciting opportunity for a Customer Solution Specialist to join our Intervention Team on a Permanent, Part time basis.
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 objectivesby managing performance, and continually improve performance adherence and customer service, colleague quality/performance and positively reinforce our working practices.
This role will require you to work 25 hours a week. We have a number of Part Time shift's available ranging between the hours of 11:00 - 19:30.
**Key Accountabilities;**:
- 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.
- Point of contact for customer escalations from 999 Team
- Ensure downtime is kept to a minimum and is only authorised when it does not impact service.
- Build strong alliances with NRC, BAC, CSC roadside and contractor teams
- To be a go to point of contact and give insight into key areas of performance adherence NRC, CSC, BAC
- To support delivery of initiatives to improve morale and motivation of colleagues within the Centres
