Part-Time Incident Advisor — Calm, Clear Customer Support

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

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.