Customer Solutions Specialist - Contractor Desk

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

Job summary

Join a leading company as a Customer Solution Specialist, where you'll provide exceptional service and support to customers and colleagues in a dynamic environment. This role involves managing calls, resolving issues, and ensuring customer satisfaction. With a focus on teamwork and communication, you'll thrive in a high-pressure setting while enjoying competitive benefits and opportunities for personal growth.

Benefits

Bonus Scheme

Group Personal Pension Scheme

Life Assurance

Family Leave Support

24/7 Confidential Support Services

Car Salary Sacrifice Scheme

FREE RAC Breakdown Service

Discounts on Retailers

FREE Onsite Parking

Qualifications

• Thrives in high-pressure environments.
• Strong PC/keyboard skills required.
• Call center or contact center experience preferred.

Responsibilities

• Make inbound and outbound calls to customers.
• Collaborate with Customer Service team to resolve issues.
• Manage customer experience until resolution.

Skills

Customer Service

Communication

Problem Prevention

Tools

PC Skills

Job description

About The Role

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

This position will require you to make both inbound and outbound calls to customers. You will also receive 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 be speaking with RAC colleagues and customers, providing necessary updates about their breakdowns, such as ETA updates.

Working hours will align with the operational hours of the relevant function, including weekends and bank holidays, with occasional work at other sites. Monday to Sunday. 35 hours per week, between 6am and Midnight.

You will have SLA/KPI responsibilities for productivity, downtime, and complaint resolution.

This role is ideal for someone who enjoys daily phone interactions and delivering outstanding customer service with empathy and control. You will manage the message inbox, proactively reply to emails within agreed times, and handle emergency situations.

At RAC, our colleagues do whatever it takes to help our customers. We believe in rewarding you. Alongside a competitive salary, benefits include:

• Eligibility to join our bonus scheme.
• Option to join RAC’s Group Personal Pension scheme with up to 6.5% employer contributions.
• 2x Basic Salary Life Assurance (4x for pension scheme members), with options to increase coverage.
• Family leave support, paid time off, and flexibility to balance work and family commitments.
• Confidential support services available 24/7 for you and household family members.
• Car salary sacrifice scheme after 12 months, including electric vehicle options.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• Access to discounts on high street retailers, holidays, tech, and more via Orange Savings.
• FREE onsite parking.

Joining RAC automatically enrolls you into our Colleague Share Scheme, called 'Owning it together'. This scheme rewards your contributions and shares RAC’s success with colleagues.

Key Accountabilities include:

• Identify customer delays, collaborate with the Customer Service team to resolve issues, and make deployment decisions.
• Ensure compliance with processes and contractual agreements.
• Communicate effectively with customers about resolution plans and manage their experience until completion.
• Achieve business performance objectives.
• Engage with internal and external contacts effectively.
• Coordinate deployment decisions using RAC resources and contractor networks efficiently and timely.

The ideal candidate will thrive in a high-pressure environment, providing exceptional customer service to roadside colleagues and customers in difficult situations. Strong PC/keyboard skills and professional communication across all levels are essential. Initiative and proactive problem prevention are also required.

You will enjoy supporting your team and achieving targets. Candidates with call center or contact center experience tend to succeed in this role.

Core RAC values you should exemplify:

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

If this role matches your skills, apply now!

Together we are all #OrangeHeroes.

We are committed to fostering a diverse, inclusive, and accessible culture. We welcome applicants of all backgrounds and experiences.