Customer Care Expert

RAC; Walsall; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Share in our success

Free RAC breakdown cover

Car salary sacrifice scheme

Generous holidays

Pension & life cover

Wellbeing support

Exclusive discounts

Job summary

RAC in the United Kingdom seeks a full-time customer support specialist to own complaints from receipt to resolution. You will handle inquiries across phone, email, and social channels with care, ensuring clear communication and timely closure.

The role requires calm handling of sensitive cases within FCA guidelines. The team values accuracy, strong attention to detail, and a proactive attitude to learn products and processes.

Qualifications

• Experience handling customer complaints or working in a customer-focused role.
• Strong communication skills with the ability to explain complex information clearly.
• A calm and resilient approach when dealing with challenging situations.
• Good attention to detail and confidence using systems and data.
• GCSEs (or equivalent) in Maths and English.

Responsibilities

• Take ownership of complaints and enquiries across phone, email, written and social channels, guiding members with care and clarity
• Resolve issues in a way that feels fair, clear and personal, so members feel heard and understood
• Handle complex or sensitive cases with confidence, staying calm under pressure
• Work within FCA guidelines and agreed timelines, making sure every case is managed properly
• Keep accurate records, categorise complaints correctly and follow internal processes
• Stay up to date with training and product knowledge so you can give informed support

Skills

Customer service

Complaint handling

Communication

Attention to detail

Data and systems

Education

GCSE Maths and English

Job description

About The Role

We're looking for someone who knows how to listen, understands the impact of great service, and can take real ownership of a member's concern from start to finish. This is a full-time, 6-month fixed-term role based at our Bescot office, working Monday to Friday.

You'll be part of a team that steps in when it matters most by supporting members, resolving complaints, and making sure every interaction builds trust in the RAC.

What you'll do

• Take ownership of complaints and enquiries across phone, email, written and social channels, guiding members with care and clarity
• Resolve issues in a way that feels fair, clear and personal, so members feel heard and understood
• Handle complex or sensitive cases with confidence, staying calm under pressure
• Work within FCA guidelines and agreed timelines, making sure every case is managed properly
• Keep accurate records, categorise complaints correctly and follow internal processes
• Stay up to date with training and product knowledge so you can give informed support

What you'll need

• Experience handling customer complaints or working in a customer-focused role
• Strong communication skills, with the ability to explain complex information clearly
• A calm and resilient approach when dealing with challenging situations
• Good attention to detail and confidence using systems and data
• GCSEs (or equivalent) in Maths and English

Why you'll love working for us

• Share in our success - All our employees are awarded shares, at no cost, so their share is in the success of growing our business
• Free RAC Ultimate breakdown cover - From your very first day
• Car salary sacrifice scheme - Includes electric vehicle options (after 12 months) to help you save on tax
• Generous holidays - 23 days plus bank holidays (rising to 25 with service)
• Pension & life cover - Up to 6.5% matched pension contributions and life cover up to 4x your salary (10x with flex benefits)
• Wellbeing support - 24/7 confidential support helpline for you and your family
• Exclusive discounts - Save on tools, tech, holidays and more through our Orange Savings portal

Why RAC?

For more than 128 years, we've been keeping drivers moving, and today we're trusted by over 15 million members. We're also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.

We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we'll be with you every step of the way to help you grow and develop