Customer Service & Retention Advisor

RAC; West of England; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Free RAC Ultimate Breakdown Cover from

Car salary sacrifice scheme, EV option

23 days' holiday plus bank holidays

Pension with matched contributions and

24/7 wellbeing support

Discounts across retail, travel and更多

Colleague share scheme

Job summary

RAC, Bradley Stoke-based, is hiring a Renewals & Retentions Advisor to support members renewing or adjusting their cover and cancelling when needed. Youll join a full-time permanent team, with a focus on understanding member needs and explaining options clearly.

This role offers a base salary of £27,805.99 and a monthly bonus up to 30%. Shifts 8am-6pm weekdays and 9am-5pm Saturdays, average two Saturdays every six weeks, with no Sunday work. Training and coaching provided.

Qualifications

• Inbound calls from existing RAC members about renewing, changing or cancelling cover.
• No prior contact centre experience required.
• Explain products, prices and options clearly.
• Develop judgement and adaptability under pressure.
• Balance member needs with RAC commercial goals.

Responsibilities

• Handle inbound calls from members looking to renew, review or cancel their cover.
• Understand what's driving each conversation by listening, asking questions and avoiding assumptions.
• Explain RAC products, prices, benefits and options clearly.
• Work through concerns and objections confidently and professionally.
• Use good judgement to balance member needs with commercial outcomes.
• Recognise when a member may be vulnerable and adapt your approach.
• Take ownership of each conversation and complete actions accurately.
• Navigate multiple systems while keeping the conversation natural.

Skills

Active listening

Questioning

Empathy

Adaptability

Problem solving

Resilience

Ownership

Job description

About The Role

Join the RAC as a Renewals & Retentions Advisor and help members make confident, informed choices about the cover that keeps them moving.

Based in Bradley Stoke, Bristol, you'll earn £27,805.99 with the opportunity to earn a bonus of up to 30% of your salary through our monthly bonus scheme.

This is a full-time permanent role. Shifts fall between 8am and 6pm on weekdays and 9am to 5pm on Saturdays. You'll work an average of two Saturdays every six weeks, with no Sunday working.

More than answering calls

This isn't cold calling or selling from a script. You'll take inbound calls from existing RAC members who are thinking about renewing, changing or cancelling their breakdown cover.

Your job is to understand why.

You'll listen for what matters, ask thoughtful questions and adapt as the conversation develops. You'll explain products, prices and options clearly, work through concerns and help members make an informed choice without pressure.

Some conversations will be straight forward. Others will test your judgement, resilience and adaptability to think on your feet. You'll balance what matters to the member with the commercial needs of the RAC, while making sure members understand their options and make an informed choice.

What you'll do

• Handle inbound calls from members looking to renew, review or cancel their cover


• Understand what's driving each conversation by listening, asking the right questions and avoiding assumptions


• Explain RAC products, prices, benefits and options clearly, adapting your approach as you learn more


• Work through concerns and objections confidently and professionally


• Use good judgement to balance member needs with commercial outcomes


• Recognise when a member may be vulnerable and adapt your approach


• Take ownership of each conversation, complete actions accurately and make sure members know what happens next


• Navigate multiple systems while keeping the conversation natural and focused

What you'll need

You don't need previous contact centre experience. We're more interested in the skills and potential you bring.

You'll be someone who:

• Listens and stays curious - You pick up on what members are telling you, ask useful questions and don't jump to conclusions


• Adapts and influences - You explain value clearly, respond to concerns and change your approach when the conversation changes


• Uses good judgement - You weigh up different options and make balanced decisions for the member and the RAC


• Bounces back - You stay professional during challenging conversations, reset and bring fresh energy to your next call


• Takes ownership - You follow things through, learn from feedback and look for ways to improve

Experience in customer service, sales, renewals or retention could help, but it's not essential.

Your performance, recognised

This is a target-driven role, but success isn't about one number.

You'll have clear goals for the quality of your conversations, the members you retain and how effectively you work. You'll get regular coaching to help you build on what's going well and develop where you need to.

And when you perform well, you can earn more. Our monthly bonus scheme gives you the opportunity to earn a bonus of up to 30% of your salary.

What you'll get

Alongside your salary and bonus opportunity, you'll receive:

• Free RAC Ultimate Breakdown Cover from day one


• Car salary sacrifice scheme, including EV options, after 12 months


• 23 days' holiday plus bank holidays, rising with service


• Pension with up to 6.5% matched contributions and life cover


• 24/7 wellbeing support for you and your family


• Access to discounts across retail, travel and more


• Colleague share scheme so you can share in the RAC's success

You'll also get structured training and ongoing coaching to build your knowledge, confidence and career.

Why the 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 your career.