Fleet & OEM Customer Support Manager

RAC; Walsall; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Share scheme

Breakdown service

Car salary sacrifice scheme

25 days annual leave

Discount portal

Confidential support service

Job summary

RAC is seeking a Corporate Customer Support Manager in the Midlands at our Bescot, Walsall office with a flexible hybrid model. The role focuses on delivering outstanding support to fleet and OEM partners, managing enquiries and escalations, and collaborating with internal teams to drive swift customer outcomes.

You will monitor workflows, maintain logs, and help shape the processes behind RAC's SMR division's growth while building strong stakeholder relationships across the business.

Qualifications

• Experience working with internal and external stakeholders or business partners.
• Strong relationship-building and communication skills.
• Experience managing enquiries, escalations, complaints or operational issues through to resolution.
• Excellent organisational skills and the ability to manage multiple priorities.
• Customer-focused approach with a commitment to delivering great service.
• Good Excel skills and confidence working with data and reporting.

Responsibilities

• Act as a day-to-day contact for Fleet and OEM partners, supporting enquiries and service issues.
• Manage escalations and complaints through to resolution with timely updates.
• Monitor shared inboxes and workflows to track and resolve enquiries.
• Build strong relationships with internal teams to drive positive outcomes.
• Maintain escalation logs and reporting; identify themes and improvement opportunities.
• Support partner relationships with Account Managers and Service Delivery teams.
• Attend partner reviews and stakeholder meetings to drive actions forward.
• Support reporting, data reconciliation and invoicing activities.
• Help develop processes, controls and ways of working as the SMR business grows.
• Identify opportunities to improve customer experience and service delivery.

Skills

Stakeholder management

Relationship building

Communication

Customer service

Organisational skills

Attention to detail

Proactive mindset

Decision making under pressure

Automotive knowledge

Tools

Excel

Microsoft Dynamics

1Link

Job description

RAC is seeking a Corporate Customer Support Manager in the Midlands at our Bescot, Walsall office with a flexible hybrid model. The role focuses on delivering outstanding support to fleet and OEM partners, managing enquiries and escalations, and collaborating with internal teams to drive swift customer outcomes.

You will monitor workflows, maintain logs, and help shape the processes behind RAC's SMR division's growth while building strong stakeholder relationships across the business.