Customer Solutions Specialist - Contractor Desk

RAC; Salford; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join a leading company as a Customer Solutions Specialist on a permanent basis. This role involves handling customer interactions and providing updates during breakdowns. Ideal candidates will excel in communication and customer service, working in a dynamic team environment. Enjoy competitive salary and benefits including a bonus scheme and life assurance.

Benefits

Bonus scheme

Group Personal Pension scheme

Life Assurance cover

Family leave support

24/7 personal support services

Car salary sacrifice scheme

FREE RAC Ultimate Complete Breakdown Service

Discounts via Orange Savings portal

FREE onsite parking

Qualifications

• Ideal for someone who enjoys daily phone interactions.
• Experience in Call Centre or Contact Centre preferred.

Responsibilities

• Make inbound and outbound calls to customers.
• Manage message inboxes and reply to emails within set timeframes.
• Ensure compliance with processes and contractual agreements.

Skills

Customer Service

Communication

Problem Prevention

PC Skills

Job description

Customer Solutions Specialist - Contractor Desk

Join to apply for the Customer Solutions Specialist - Contractor Desk role at RAC.

Customer Solutions Specialist - Contractor Desk

2 days ago - Be among the first 25 applicants.

Join to apply for the Customer Solutions Specialist - Contractor Desk role at RAC.

RAC has an exciting opportunity for a Customer Solution Specialist to join our team at The Vic, Salford Quays on a Permanent basis. You will work within our friendly and welcoming CSC - Contractor Desk team.

This position involves making both inbound and outbound calls to customers, receiving inbound calls from our patrol team, contractors, and flatbed drivers requesting updates or additional information before arriving at the scene of a breakdown. You will also communicate with RAC colleagues and provide customers with updates about their breakdown, such as ETA.

Working hours are aligned with operational hours, including weekends and bank holidays, with occasional work at other sites. Monday to Sunday, 35 hours per week, between 6 am and Midnight. Responsibilities include SLA/KPI management for productivity, downtime, and complaint resolution.

This role is ideal for someone who enjoys daily phone interactions, delivering outstanding customer service with empathy and professionalism. You will also manage message inboxes, reply to emails within set timeframes, and handle emergency situations.

At RAC, our colleagues do whatever it takes to help our customers. We offer a competitive salary and additional benefits, including:

• Eligibility to join our bonus scheme.
• Option to join RAC’s Group Personal Pension scheme with up to 6.5% employer contribution.
• Life Assurance cover (2x basic salary, up to 4x for pension scheme members), with options to increase coverage.
• Family leave support, including paid time off and flexible resources.
• Confidential personal support services available 24/7.
• Car salary sacrifice scheme after 12 months, including electric vehicle options.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• Access to discounts via Orange Savings portal.
• FREE onsite parking.

Joining RAC means participating in our ‘Owning it together’ Colleague Share Scheme, rewarding your contributions and sharing in the company’s success.

Key Accountabilities:

• Identify customer delays and collaborate with the Customer Service team for resolution and deployment decisions.
• Ensure compliance with processes and contractual agreements.
• Communicate plans effectively to customers and manage their experience to resolution.
• Achieve business performance objectives.
• Engage with internal and external contacts effectively.
• Deliver timely deployment decisions via RAC Resources and Contractor network.

The ideal candidate enjoys working under pressure, providing exceptional customer service, and has strong PC skills. Confidence in professional communication across all levels is essential. Initiative and proactive problem prevention are also important.

We seek team players who support their colleagues and aim to meet targets. Candidates with Call Centre or Contact Centre experience tend to succeed.

Exhibit behaviors aligned with RAC core values:

• Handle it Together
• Exceptional Service
• Raise The Bar
• Own It

If this role matches your skills, apply now! Together we are all #OrangeHeroes.

We’re committed to fostering an inclusive culture that reflects the communities we serve. We welcome applicants from all backgrounds and experiences.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Consulting, Information Technology, and Sales

Industries

• Vehicle Repair and Maintenance