SMR Contact Centre Advisor

Rac Motoring Services; Wednesbury; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Bonus scheme eligibility

Pension contributions up to 6.5%

Life Assurance (2x salary, increasing)

Flexible working options

24/7 confidential colleague support

Car salary sacrifice scheme

FREE RAC breakdown cover from day one

Orange Savings discounts

FREE onsite parking

Colleague Share Scheme – Owning it Tog

Additional company benefits

Job summary

RAC is hiring a Customer Advisor for its SMR & Inspection Services team in the UK. You’ll be the main point of contact for customers during their repair journey, coordinating technicians and keeping customers updated with parts and progress.

Training starts with two weeks of full-time sessions, Monday to Friday, 9:00–17:00, to set you up for success. We’re seeking customer-focused, organised communicators who thrive in a fast-paced environment and enjoy delivering high-quality service.

Qualifications

• Previous customer service experience (contact centre experience advantageous but not essential).
• Strong communication and relationship-building skills.
• Ability to handle customer complaints with confidence, empathy and professionalism.
• Good administration, organisational and computer skills.
• Positive, customer-first approach with a passion for delivering great service.
• Ability to work effectively in a busy, fast-paced environment.

Responsibilities

• Assigning technicians to customer bookings
• Liaising with dealerships and suppliers to confirm parts availability
• Acting as the primary point of contact throughout the customer's repair journey
• Providing timely updates and managing customer expectations
• Delivering outstanding service while resolving queries efficiently
• Handling inbound and outbound customer calls
• Managing bookings and maintaining accurate customer records
• Building knowledge of our products, services and processes
• Working collaboratively with colleagues to achieve team goals
• Communicating confidently with customers, dealerships, technicians and other stakeholders
• Do you enjoy helping customers, solving problems, and working in a fast-paced environment?

Skills

Customer service experience

Strong communication

Complaint handling

Administration skills

Customer-first mindset

Fast-paced environment

Job description

Join RAC's SMR & Inspection Services Team as a Customer Advisor, where you’ll play a key role in supporting customers throughout their vehicle repair journey and ensuring they receive a seamless, high-quality experience. Training To set you up for success, you’ll receive comprehensive training and must be available to attend: Two weeks of full-time training Monday to Friday, 9:00am to 5:00pm About the Role As a Customer Advisor within our Service, Maintenance & Repair (SMR) team, you’ll be at the heart of the customer journey, acting as the main point of contact and helping customers every step of the way. Key responsibilities include:

• Assigning technicians to customer bookings
• Liaising with dealerships and suppliers to confirm parts availability
• Acting as the primary point of contact throughout the customer's repair journey
• Providing timely updates and managing customer expectations
• Delivering outstanding service while resolving queries efficiently

What You'll Be Doing

• Handling inbound and outbound customer calls
• Managing bookings and maintaining accurate customer records
• Building knowledge of our products, services and processes
• Working collaboratively with colleagues to achieve team goals
• Communicating confidently with customers, dealerships, technicians and other stakeholders
• Identifying opportunities to promote relevant products and services where appropriate
  Do you enjoy helping customers, solving problems, and working in a fast-paced environment? If so, we’ll love to hear from you., We’re seeking individuals who are customer-focused, organised and confident communicators.

You’ll ideally have:

• Previous customer service experience (contact centre experience is advantageous but not essential)
• Strong communication and relationship-building skills
• The ability to handle customer complaints with confidence, empathy and professionalism
• Good administration, organisational and computer skills
• A positive, customer-first approach with a passion for delivering great service
• The ability to work effectively in a busy, fast-paced environment

Why Join RAC?

At RAC, our people are at the heart of everything we do. As one of our #OrangeHeroes, you’ll be part of a supportive team that is committed to delivering brilliant customer experiences every day. We are proud to foster an inclusive culture that reflects the diverse communities we serve and welcome applications from people of all backgrounds, experiences and perspectives.

Our Benefits We reward your commitment with more than just a salary:

• Bonus scheme eligibility
• Pension contributions of up to 6.5%
• Life Assurance (2x salary, increasing to 4x for pension members, with flexibility to increase up to 10x)
• Enhanced family-friendly policies and flexible working options
• 24/7 confidential colleague support service
• Car salary sacrifice scheme (available after 12 months' service, including electric vehicle options)
• FREE RAC Ultimate Complete Breakdown Cover from day one
• Access to Orange Savings, offering discounts on retail, travel, technology and more
• FREE onsite parking
• Automatic enrolment into our Colleague Share Scheme - Owning it Together