Customer Escalation Specialist

**About The Role**:
Are you passionate about resolving customer challenges with empathy, efficiency, and professionalism? Do you thrive in a fast-paced environment where your skills can make a tangible difference? If so, we have an exciting opportunity for you to join RAC’s Service Maintenance and Repair (SMR) division as a **Customer Escalation Specialist**.

At RAC, we pride ourselves on delivering outstanding service to our members and customers. In this critical role, you will help protect and enhance the company’s reputation by expertly managing escalations, responding to Trust Pilot posts, and working collaboratively across teams to resolve customer complaints effectively.

**Salary**: Up to £30,000 per year (depending on experience) + company benefits

**Working Hours**: Monday - Friday, shift range within 8am - 8pm - 35 Hours per week (Saturday/Sundays, rotating, with rest days)

As a Customer Escalation Specialist, your primary focus will be to deliver swift and effective resolutions while ensuring customer satisfaction. Your responsibilities will include:
**Customer Resolution**
- Investigate and respond to Trust Pilot posts and other customer escalations promptly and professionally.
- Liaise with departments such as Operations and Customer Care to resolve complex issues efficiently.
- Manage high-profile complaints, taking ownership from receipt to conclusion.

**Communication Excellence**
- Convey decisions effectively to customers while maintaining RAC’s high standards of professionalism.

**Operational Performance**
- Monitor and respond to feedback and complaints in real-time, meeting service-level agreements (SLAs).
- Ensure accurate categorisation and recording of complaints to facilitate root-cause analysis.

**Compliance and Teamwork**
- Stay informed about changes to RAC products, processes, and services to provide accurate and compliant customer support.
- Demonstrate a strong sense of risk awareness, escalating concerns when necessary.
- Collaborate with Press & PR, Legal, and Marketing teams on cases with reputational risk.

**Why This Role Matters?**
This role is pivotal to ensuring RAC maintains its reputation as a trusted and customer-focused brand. By handling escalations with care and professionalism, you will have a direct impact on customer satisfaction, loyalty, and retention. Your ability to identify and escalate risks will also contribute to safeguarding the business and its products, ensuring long-term success.

**To excel in this role, you will need**:

- Proven experience in customer service or resolution within complaint handling roles.
- A passion for the social media space and an understanding of its impact on brand reputation.
- Excellent communication skills, both written and verbal, with the ability to tailor your approach to each situation.
- Strong analytical and risk assessment skills.
- Resilience, determination, and a proactive, self-starting attitude.
- Exceptional organisational skills and the ability to manage multiple priorities effectively.
- Confidence in using business systems and maintaining high levels of data accuracy.

**What We Offer**
- The opportunity to work with a trusted brand that values its employees and customers.
- A supportive and collaborative working environment.
- Career development opportunities within a dynamic organisation.
- A competitive salary and benefits package.

**Benefits and rewards**:
At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

- Eligibility to join our bonus scheme
- 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

When you join us you will automatically be opted into our **Colleague Share Scheme**, called **‘Owning it together’.** This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus

Together we are all **#OrangeHeroes**. Be a part of our journey
- 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 experie