Dafaid Incident Advisor - Part-Time

Rac; Walsall; On-site; GBP 11,000 - 14,000; Part time

Benefits offered by this job

23 days annual leave (pro rata)

Pension scheme with up to 6.5% ee

Life assurance 2x basic salary

Wellbeing services

Car salary sacrifice after 12 months

Free RAC Ultimate Complete Breakdown 0

Orange Savings discounts

Free onsite parking

Owning it Together share scheme

Job summary

RAC is seeking a part-time Incident Advisor to join the DAFaid Control Centre at Bescot, Walsall. You’ll handle calls, coordinate support and ensure members receive a clear, helpful and professional service.

Shifts include 14:00–18:00, 16:00–20:00, or 4 on 4 off with 17:00–22:00. You’ll need a confident telephone manner, experience in a contact centre, and the ability to manage workloads and meet deadlines.

Qualifications

• Experience working in a contact centre or similar customer service environment.
• Professional telephone manner and strong communication skills.
• Good attention to detail and ability to organise workload and meet deadlines.
• Familiarity with Microsoft Office, including Word, Excel and PowerPoint.
• Ability to take ownership of conversations and handle different situations professionally.

Responsibilities

• Handle incoming telephone enquiries and provide a friendly, responsive service.
• Support members and customers throughout their interaction with the DAFaid Control Centre.
• Manage workload and prioritise tasks to keep cases moving.
• Take ownership of enquiries and record information accurately.
• Communicate clearly with members, colleagues and external contacts.
• Work independently when needed while staying connected with the wider team.
• Use judgement and initiative to resolve enquiries effectively.
• Meet agreed service levels and deadlines without compromising on quality.
• Maintain a professional and calm approach, including during busy periods.
• Help the team deliver a consistent, reliable service every day.

Skills

Customer service

Telephone etiquette

Attention to detail

Tools

Word

Excel

PowerPoint

Job description

Join the RAC as an Incident Advisor and support members when they need help to keep moving.

We’re looking for a part-time Incident Advisor to join our DAFaid Control Centre at Bescot, Walsall. You’ll be part of the team that keeps the DAFaid service running smoothly, handling calls, coordinating support and making sure members receive a clear, helpful and professional service. It’s a role where attention to detail matters. You’ll manage different priorities, communicate with a range of people and take ownership of each interaction, while having the support of an experienced team around you. Salary: £12,698.40 per year Part-time shifts available:

• 14:00–18:00
• 16:00–20:00
• 4 on, 4 off, working 17:00–22:00

What you’ll do

• Handle incoming telephone enquiries and provide a friendly, responsive service.
• Support members and customers throughout their interaction with the DAFaid Control Centre.
• Manage your workload and prioritise tasks to keep cases moving.
• Take ownership of enquiries and make sure information is recorded accurately.
• Communicate clearly with members, colleagues and external contacts.
• Work independently when needed while staying connected with the wider team.
• Use your judgement and initiative to resolve enquiries effectively.
• Meet agreed service levels and deadlines without compromising on quality.
• Maintain a professional and calm approach, including during busy periods.
• Help the team deliver a consistent, reliable service every day.

What you’ll need

• Experience working in a contact centre or similar customer service environment.
• A confident, professional telephone manner and strong communication skills.
• Good attention to detail, with the ability to organise your workload and meet deadlines.
• Comfortable using IT systems and Microsoft Office, including Word, Excel and PowerPoint.
• The confidence to take ownership of conversations and handle different situations professionally.

What you’ll get

Alongside your salary, you’ll have access to a range of benefits, including:

• Eligibility for our performance-based bonus scheme.
• 23 days’ annual leave, pro rata.
• Pension scheme with up to 6.5% employer contributions.
• Life assurance of 2x basic salary, with the option to increase cover through flexible benefits.
• Family leave support and confidential wellbeing services.
• Car salary sacrifice scheme after 12 months, including electric vehicle options.
• Free RAC Ultimate Complete Breakdown Cover from day one.
• Orange Savings, giving you discounts across thousands of retailers, holidays, technology and more.
• Free onsite parking.
• Automatic enrolment into our colleague share scheme, Owning it Together, giving you a stake in the RAC’s future success.