Member Care Specialist — Ownership & Resolution

RAC; Walsall; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

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Free RAC breakdown cover

Car salary sacrifice scheme

Generous holidays

Pension & life cover

Wellbeing support

Exclusive discounts

Job summary

RAC in the United Kingdom seeks a full-time customer support specialist to own complaints from receipt to resolution. You will handle inquiries across phone, email, and social channels with care, ensuring clear communication and timely closure.

The role requires calm handling of sensitive cases within FCA guidelines. The team values accuracy, strong attention to detail, and a proactive attitude to learn products and processes.

Qualifications

• Experience handling customer complaints or working in a customer-focused role.
• Strong communication skills with the ability to explain complex information clearly.
• A calm and resilient approach when dealing with challenging situations.
• Good attention to detail and confidence using systems and data.
• GCSEs (or equivalent) in Maths and English.

Responsibilities

• Take ownership of complaints and enquiries across phone, email, written and social channels, guiding members with care and clarity
• Resolve issues in a way that feels fair, clear and personal, so members feel heard and understood
• Handle complex or sensitive cases with confidence, staying calm under pressure
• Work within FCA guidelines and agreed timelines, making sure every case is managed properly
• Keep accurate records, categorise complaints correctly and follow internal processes
• Stay up to date with training and product knowledge so you can give informed support

Skills

Customer service

Complaint handling

Communication

Attention to detail

Data and systems

Education

GCSE Maths and English

Job description

RAC in the United Kingdom seeks a full-time customer support specialist to own complaints from receipt to resolution. You will handle inquiries across phone, email, and social channels with care, ensuring clear communication and timely closure.

The role requires calm handling of sensitive cases within FCA guidelines. The team values accuracy, strong attention to detail, and a proactive attitude to learn products and processes.