Customer Care (VOR)

RAC; Walsall; On-site; GBP 21,000 - 27,000; Full time

Job summary

RAC in the United Kingdom is seeking a Customer Care Expert for a 6-month fixed-term role at our Bescot office. You will own member complaints from start to finish, handling complex enquiries with empathy and professionalism, and ensuring timely resolutions across phone, email and social channels.

This role emphasizes FCA-regulated processes, stakeholder management and accurate record-keeping, with opportunities to broaden experience and influence change while delivering outstanding service to

Qualifications

• Experience handling complaints, escalations or complex enquiries.
• Strong customer care background with passion for service.
• Excellent written and verbal communication skills.
• Calm, resilient and solution-focused under pressure.
• Good attention to detail and ability to use multiple systems.

Responsibilities

• Take ownership of complaints and escalated member enquiries across channels.
• Investigate concerns, identify root causes and deliver customer-focused resolutions.
• Handle complex cases with empathy and professionalism.
• Work within FCA regulations and timescales to ensure proper case management.
• Keep accurate records and collaborate with colleagues to achieve best outcomes.

Skills

Customer service experience

Complaint handling

Communication skills

Empathy

FCA regulations knowledge

Tools

CRM systems

Job description

About The Role

Join the RAC as a Customer Care Expert and use your customer care expertise to make a real difference when members need us most.

If you're passionate about delivering outstanding customer experiences, handling complex situations with empathy, and turning challenging conversations into positive outcomes, this could be the perfect next step. This is a full-time, 6-month fixed-term opportunity based at our Bescot office, Monday to Friday.

As part of our Customer Care team, you'll be trusted to take ownership of member concerns from start to finish. You'll be the person who listens, investigates, resolves, and restores confidence, ensuring every member feels valued, understood, and supported throughout their journey with the RAC.

If you've built strong operational knowledge within VOR and enjoy helping members, this role offers the chance to develop new skills while using the experience you've already gained. You'll gain exposure to complaint handling, FCA-regulated processes, stakeholder management and customer resolution, all while continuing to make a positive impact on members every day.

It's an ideal opportunity for someone looking to broaden their experience, strengthen their career pathway and bring their frontline knowledge into a role where it can influence change.

What you'll do

• Take ownership of complaints and escalated member enquiries across phone, email, written correspondence and social channels.
• Investigate concerns, identify the root cause and deliver fair, customer-focused resolutions.
• Handle complex and sensitive cases with confidence, empathy and professionalism.
• Work within FCA regulations and agreed timescales to ensure every case is managed correctly.
• Keep accurate records and work closely with colleagues across the RAC to achieve the best outcomes for members.

What you'll need

• Experience handling complaints, escalations or complex customer enquiries.
• A strong customer care background with a genuine passion for delivering great service.
• Excellent communication skills, both written and verbal.
• The ability to stay calm, resilient and solution-focused in challenging situations.
• Good attention to detail and confidence using multiple systems.

Why this role could be your next step

This is a great opportunity for customer care experts who want more ownership and variety in their role. You'll manage cases from start to finish, make decisions that have a real impact on members, and develop valuable skills in complaint resolution, investigation and stakeholder management.

Why you'll love working for us

• Share in our success - Every employee receives free shares, so everyone shares in the success of the RAC.
• Free RAC Ultimate breakdown cover - Available from day one.
• Car salary sacrifice scheme - Including electric vehicle options after 12 months.
• Generous holidays - 23 days plus bank holidays, rising with service.
• Pension, wellbeing support and employee discounts - Helping you look after your future, your wellbeing and your everyday spending.

Why the RAC?

For over 128 years, we've been keeping drivers moving. Today, we're trusted by more than 15 million members and we're equally committed to supporting our people.

We value different perspectives, encourage development and create opportunities for colleagues to grow. At the RAC, you'll be part of a team that cares about doing the right thing for members and for each other.