Customer Care Expert

Salary: £23,000 - £24,500 Depending on Experience.

Are you a seasoned professional with a passion for resolving customer complaints and delivering exceptional service? Do you have the resilience and determination to turn a challenging situation into a positive experience? If so, we have an exciting opportunity for you to join our team in Bradley Stoke, Bristol as a Customer Care Expert!

At RAC, we believe that every customer interaction is an opportunity to build loyalty and trust. As a Customer Care Expert, you will be at the heart of our mission, ensuring that each member receives the highest level of care and attention, especially when resolving their concerns.

Working pattern will be between 8am and 6pm, Monday to Friday, 35 Hours per week. Working 1 weekend per month 9am-5pm.

What's in it for You?

At RAC, our colleagues do whatever it takes to help our customers. And we believe in rewarding you in return. As well as a competitive salary, you’ll have all these extra benefits:

• Eligibility to join our bonus scheme.
• 23 Days Annual Leave.
• Option to join RAC’s Group Personal Pension scheme where we will match / contribute up to 6.5% on qualifying earnings.
• 2 x Basic Salary Core Employer funded Life Assurance cover (4 x for pension scheme members) with the option to flex up to 10 x cover through our flexible benefits offering.
• Family leave support including paid time off, flexibility and resources to help balance work and family commitments.
• Confidential personal support service, available 24 hours a day every day of the year for you and any family members ages 16+ in your household.
• FREE RAC Ultimate Complete Breakdown Service from Day One.
• Access to Orange Savings, our online discounts portal offering 1000’s of savings on high street retailers, supermarkets, holidays, tech and much, much more.
• FREE onsite parking.

When you join us you will automatically be opted into our Colleague Share Scheme, called ‘Owning it together’. This is a unique opportunity for our colleagues to get rewarded for the outstanding work they deliver, to share in the future success of the RAC and is no ordinary work benefit, incentive, or bonus! 

As a Customer Care Expert, your primary responsibility is to deliver an inspirational member experience through the complete ownership and management of their concerns. Leveraging your complaints background, you’ll expertly navigate the complexities of regulated and non-regulated complaints, ensuring each case is handled with the utmost professionalism and within agreed processes and response times.

What You’ll Do…

• Complaint Management: Take full ownership of triaging, investigating, and resolving all complaints, enquiries, and member contacts through various communication channels including email, telephone, written correspondence, and social media.
• Clear Communication: Articulate decisions and outcomes clearly, treating each member as an individual and addressing their concerns concisely, both verbally and in writing.
• Customer Advocacy: Act as a role model, upholding our core values and ensuring fair treatment of all members, whilst providing them with complete peace of mind.
• Performance Excellence: Meet FCA regulated complaint response times, minimising financial risk to the business, and consistently deliver exceptional service that fosters customer loyalty.
• Operational Support: Provide hands-on support to colleagues, helping to minimise dissatisfaction and reduce complaints, while acting as a point of escalation for challenging cases.
• Efficient Case Management: Utilise systems effectively to ensure that all responses are accurate, timely, and resolved right first time, maximising customer satisfaction and retention.
• Knowledge Sharing: Maintain and share excellent product knowledge and competitor awareness, supporting continuous improvement and acting as a subject matter expert for the team.
• Data Integrity: Ensure accurate data capture to support both our members and business, contributing to the ongoing refinement of our services.
• Flexibility: Adapt to changing demands, including supporting other departments as needed, while delivering against the specific metrics and processes of each area.

Compliance and Continuous Improvement

• Complete annual Essential Learning and Continuous Professional Development to stay ahead of industry standards.
• Highlight areas of improvement in front-line processes, driving enhancements that benefit both our members and our operations.
• Ensure all complaints are categorised and branded correctly, contributing to our continuous improvement efforts.

Skills, Knowledge & Experience

• Excellent skills in both listening and communicating, with the ability to convey complex information clearly and professionally.
• A self-starter with a strong sense of motivation and determination.
• Ability to remain calm and effective under pressure, with a dynamic and adaptable approach to change.
• Strong interpersonal skills with the ability to engage effectively with both customers and stakeholders.
• Tech-Savvy: Competent with computer systems, with good numerical and literacy skills.
• Previous experience in a customer-focused role, particularly within a complaints-handling environment.
• Educated to GCSE standard or equivalent.

If you’re passionate about customer service and have the experience in complaint resolution that we’re looking for, we want to hear from you! At RAC, we’re dedicated to creating an environment where you can thrive and make a real impact on our members’ experiences.

Take the next step in your career and apply today to become a Customer Care Expert at RAC. Let’s work together to deliver outstanding service and ensure that every member’s journey with us is nothing short of exceptional.